Custom Profile

  • Sr. Customer Service Rep

    Job Locations US-MI-Grand Rapids
    Job ID
    Sales, General & Administrative
  • Overview

    Reporting to the Director of Sales the successful candidate will be responsible for establishing and maintaining profitable relationships with customers and reps.  This role plays an integral part in our sales cycle including pre-sales and post-sales support.  The Relationship Manager will be the primary internal contact of our organization.  The Relationship Manager must be able to communicate effectively with people at all levels of the organization in a professional and enthusiastic manner. This position will need flexibility and adaptability to deal with an ever-changing workload and the demands of the business.  This employee will also support the company goals of Zero Defects and 100% On-Time Delivery in a cost-efficient manner.


    Custom Profile, named Best Places to Work, is a privately held manufacturer of plastic extruded products with over $40 million in annual sales and 330 employees at its locations in Grand Rapids, Michigan and Juarez, Mexico.  The company is an industry leader in the profile extrusion industry, currently ranked 69th on the list of largest plastic extruders across all market segments for 2017, up 9 spots from 2016.   The company is looking to grow organically and acquisitively with plans of $50+ million revenue in the next 3-5 years.  Founded in 1992, Custom Profile has enjoyed consistent annual growth in its revenues and earnings in 23 of its 25 years in operation.  Custom Profile boasts a blue chip customer base, including Herman Miller, Haworth, Hon/Allsteel, Steelcase, Whirlpool, Electrolux, GE Appliance, 3M and others.



    Essential Duties and Responsibilities:

    • Initiate/ coordinate Quote requests and assist in follow up with necessary information both internal and external sources.
    • Coordinate with Internal and External Sales Representatives to enhance and grow sales.
    • Interface with other Departments prior to release of NPL’s and ECO’s to verify what we have quoted or need to quote be accurate.
    • Develop and maintain communications with customers to fulfill the company’s quality and manufacturing objectives.
    • Coordinate with internal departments to achieve our goal of 100% on-time delivery and improve current systems and processes to avoid future issues, concerns and/or delays.
    • Assist in generating Sales Department reports/graphs
    • Maintain the CRM system and IQMS Item Master with customer information and communications.
    • Active participant in cross functional team, committee or special project with the objective of personal development or mentoring other employees in an area of expertise.
    • Promote and maintain a culture and attitude of continuous improvement, working within the company team to make it more efficient, safety and an enjoyable place to work.
    • Coordinate marketing materials as needed for presentations, trade shows, etc.
    • Back up the Customer Service Coordinator position as needed.
    • Coordinate customer pricing, evaluate and track annual volume compared to quote volume and provide that feedback to sales team.
    • Manage new and existing customer surveys and contracts.
    • Preparing and shipping samples to customers as needed.
    • Send Safety Data Sheets and Material information to customers as needed.


    Qualifications and Requirements

    • Minimum of 5 years of customer service experience required; a suitable combination of education and experience will also be considered.
    • Bachelor Degree in Business preferred, but not required.

    Strength in the following areas required:

    • Microsoft Office experience (word, outlook, excel)
    • IQMS
    • EDI
    • Customer Websites
    • Basic Math Skills
    • Excellent organizational and follow up skills
    • Strong communication skills (verbal, written and presentation)
    • Attention to Detail
    • Ability to react quickly to multiple demands/priorities.

    Experience in the following areas is preferred:

    • Project Management
    • Bilingual skills (Spanish)


    Physical Demands:

    • Must be able to lift and/or move up to 50 lbs.
    • The noise level in our work environment is moderate.
    • Safety glasses, hearing protection and closed-toe shoes must be worn on the production floor.
    • Some travel, mostly local, is occasionally required.


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