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Customer Care Specialist

Customer Care Specialist

MSI VikingCanton, MI, US
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MSI Viking is a leading supplier of precision measuring technologies, offering a wide range of metrology products and services. Our focus is on understanding the needs of our customers and providing customized solutions.

Drive revenue and an excellent customer experience by responding to inbound requests, qualifying opportunities, preparing accurate quotes, and proactively following up to win business. You’ll partner closely with Outside Sales and Service Operations to keep orders accurate, on-time, and profitable.

Responsibilities

  • Quote & Order Execution : Build quotes, enter orders, process changes, and verify pricing / terms with high accuracy and speed.
  • Customer Support : Answer calls / emails, clarify needs, recommend product alternatives / accessories, and resolve issues to closure.
  • Follow-Up & Conversion : Maintain a light cadence on open quotes; document next steps and drive timely decisions.
  • Margin Discipline : Apply pricing guidelines, freight policies, and promotions to protect gross profit % and gross profit $.
  • Data Quality : Keep account, contact, and order records current in ERP / CRM; attach notes, files, and POs as needed.
  • Team Partnership : Coordinate with Outside Sales, Service, and Vendors to meet customer expectations and delivery timelines.
  • Continuous Improvement : Identify recurring issues; suggest fixes to templates, checklists, or workflows.

Success Metrics (examples)

  • Quote-to-order conversion rate
  • On-time order entry and accuracy
  • Gross Profit % / GP$ on closed orders
  • Response & follow-up times to customer inquiries
  • Order throughput
  • Customer service satisfaction surveys

    • Requirements

  • 3+ years in inside sales, customer service, or order administration (manufacturing / distribution preferred).
  • Strong communication (phone and email), listening, and problem-solving skills.
  • Solid Microsoft Office skills; comfortable learning new systems quickly.
  • Highly organized with attention to detail and the ability to manage multiple priorities.
  • Team-first mindset; calm and professional under pressure.

    • Preferred Skills / Abilities

  • Experience with ERP / CRM (e.g., NetSuite or similar), order entry, and pricing workflows.
  • Familiarity with metrology / precision gages or industrial / MRO distribution.
  • Basic understanding of freight terms, returns / RMA, and warranty processes.

    • Work Conditions

  • Prolonged sitting and computer use; occasional lifting up to 15 lbs.
  • Standard office hours with flexibility during peak periods.

    • Benefits

  • Competitive pay based on skills and qualifications
  • Eligible for a potential bonus based on billing
  • Paid travel time, including overtime
  • Medical, dental, disability, and life insurance
  • 401 (k) with Company match
  • Paid vacation and company holidays
  • Continuing Education Opportunities
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    Customer Care Specialist • Canton, MI, US

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