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Customer Service Representative in Wixom, MI at Impact Management

Date Posted: 11/14/2018

Job Snapshot

Job Description

IMPACT Management is currently seeking an Customer Service Representative for a growing facility in Wixom, MI. We are looking for qualified individuals to join our team. Please, only serious candidates with previous CSR experience!

Job Description:

To successfully perform the Customer Service Representative (CSR) position, an individual must be able to perform each position responsibilities and position requirements satisfactorily.  The individual in this role must confer with customers by telephone, process orders, provide information about products and services, and enter order information into ERP system for processing.  The CSR must maintain a high level of professionalism while working with customers and strive to establish a positive rapport and relationship with the Company. 

Job Responsibilities:

  • Answer customer calls, address billing Issues, repair service inquiries, customer concerns.
  • Answer customer e-mails as required
  • Cover for receptionist as needed; check faxes, respond to customer service emails, direct customer calls to the appropriate department, check visitor calendar, answer front door when visitors arrive and contact Trijicon contact
  • Take customer orders by phone; create customer profile if not already established, create an order in SAP, ensure all required fields are complete, send order confirmations to customer
  • Responsible to access and process on-line orders as assigned
  • Ensure internal processes are followed for key Domestic Customers; orders are placed into SAP (ERP) per Customers Purchase Order, update all orders on “accounting hold” per instructions, provide customer discount per current sales promotion, e-mail shipping/receiving with customer specific details
  • Ensure appropriate production staff are notified for all orders over 50 pieces or notified of special assembly requirements (Example: rarely used reticles)
  • Ensure international order processing requirements are followed; Ensure Export License is valid, Ensure US Customs Border requirements are completed
  • Appropriately escalate customer concerns and dissatisfaction(s) to Supervisor
  • Responsible for issuing return authorizations, credit, and debit notes
  • Ensure first call resolution through problem solving and effective call handling techniques
  • Respond and follow up via phone and emails to ensure timely and accurate resolution
  • Ensure customer issues are promptly and successfully solved by working with the appropriate departments
  • Accountable for achieving department performance targets and individual goals per performance review
  • Identify continuous improvement opportunities
  • Responsible for data analysis (data collecting, processing, errors, communication) and reporting as assigned by Supervisor or Manager
  • Support Trijicon’s ISO 9001:2008 Quality system by following established procedures and work instructions
  • Perform other duties/projects as assigned by Supervisor or Manager

Dress Code:

  • Jeans or Khakis
  • Polo or nice t-shirt
  • Tennis Shoes


8am-5pm Monday-Friday


  • Knowledgeable on products and departmental instructions
  • Proficiency in navigating and utilizing ERP (SAP) system
  • Provide exceptional customer service by portraying confidence, credibility and ownership
  • Maintain  a consistent positive attitude while communicating with customers and colleagues
  • Excellent interpersonal and communication skills
  • Ability to use “Positive Communication”
  • Proactive problem – solving skills and Patience
  • Organized, accurate and reliable, detail oriented and adaptable to change
  • Ability to multi-task and manage multiple projects with deadlines
  • Ability to work independently with little supervision
  • Willingness to train on products with live firearms
  • Time Management
  • Goal Oriented Focus
  • Ability to Handle Angry, difficult, demanding, annoyed Customers
  • Knowledge of Trijicon products/usage a plus (training will be provided)
  • Proficient in the following computer programs: SAP (ERP) , Microsoft Outlook, and Adobe Acrobat


  • High school graduate or GED equivalent

Reasoning Ability:

Ability to apply common sense understanding, follow detailed and uninvolved written or oral instructions. Ability to deal with problems involving concrete standardized situations.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee is required to frequently stand, walk, and reach. The employee is occasionally required to walk, reach with hands and arms, stoop, kneel, twist crouch, or crawl, and communicate with co-workers and guests.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 15 pounds, and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.


At Impact Management Services, we focus on delivering high quality, light industrial, skilled trades, and professional employees to top employers in Michigan, Illinois, and Wisconsin Our values make Impact Management Services a great place to work and a great team to work with for our clients and our candidates.

Job Type: Full-time

Salary: $14.50/ hr

Hours: M-F 8am-5pm