Customer Service Representative (Mon-Fri) - Kitchen & Bath Product Support

Build a Career with Williams Distributing

Williams Distributing, a division of Daikin Comfort Technologies North America, Inc., is seeking a professional, customer-focused individual for our Customer Service Representative - Kitchen & Bath position.

This position serves as a key customer support resource for our Kitchen & Bath Product Group. Team members spend much of their day communicating with customers, sales representatives, and vendors by phone and email regarding order status, lead times, product availability, delivery updates, and issue resolution. Success in this role requires strong communication skills, attention to detail, and a commitment to providing exceptional customer service through accurate documentation and consistent follow-up.

Based in our Grand Rapids office, this position is part of a collaborative team that works independently while supporting one another as needed. If you enjoy helping customers, solving problems, and working in a fast-paced office environment, we'd love to hear from you.

Why work with us?

- Benefits are effective on day one for all full-time direct hires.

- Paid company-recognized holidays and paid time off benefits.

- Training programs are available to help guide team members and develop new skills.

- Growth Opportunities - there are immense opportunities to grow your career.

- You will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd.

Schedule

- Monday through Friday

- 8:00 AM to 5:00 PM

- Reporting Location: GR Branch | Grand Rapids, MI 49504

What You'll Do

As a Customer Service Representative, you will support customers, sales associates, vendors, and internal departments through customer communications, order processing, order management, issue resolution, and administrative support activities. This role is office-based and involves significant phone and email communication throughout the day. Success requires strong customer service skills, attention to detail, organization, and a commitment to delivering exceptional follow-up and support.

Responsibilities

- Provide professional and courteous customer service via phone and email.

- Respond to customer inquiries regarding order status, product availability, lead times, pricing, shipments, and related questions.

- Accurately enter, process, and maintain customer orders, purchase orders, branch transfers, RMAs, debit memos, and other system transactions.

- Review orders and documentation for accuracy and completeness.

- Monitor open orders and proactively follow up to ensure timely resolution and customer satisfaction.

- Communicate with vendors, warehouses, sales associates, and internal departments regarding order status and product availability.

- Research and resolve customer concerns, discrepancies, and order-related issues in a timely and professional manner.

- Maintain accurate records, customer documentation, and department files.

- Support invoice processing and related administrative functions.

- Provide updates and information to customers and sales teams while ensuring clear and consistent communication.

- Build and maintain positive working relationships with customers, vendors, sales representatives, and internal team members.

- Participate in team meetings, department training, and continuous improvement initiatives.

- Support additional customer service and administrative responsibilities as assigned.

Knowledge & Skill

- Strong customer service and relationship-building abilities.

- Excellent verbal and written communication skills.

- Professional telephone etiquette and communication skills.

- Strong organizational, administrative, and time-management skills.

- High attention to detail and accuracy.

- Ability to maintain accurate documentation and records.

- Strong problem-solving and follow-up skills.

- Ability to remain calm, patient, and professional while handling customer concerns.

- Ability to manage multiple priorities and deadlines simultaneously.

- Ability to work independently while contributing to a collaborative team environment.

- Proficiency with Microsoft Office, including Outlook, Word, and Excel.

- Ability to quickly learn new systems, processes, and product information.

- Willingness to adapt to changing customer and business needs.

Experience

- Customer service, retail, hospitality, administrative, office support, call center, or related experience is preferred but not required.

- Experience communicating with customers by phone, email, or in person is beneficial.

- Experience with data entry, order entry, or business software systems is a plus.

- Strong communication skills, professionalism, attention to detail, and a willingness to learn are more important than industry-specific experience.

- Training will be provided for the right candidate.

Physical Requirements/ Work Environment

- Must be able to perform essential responsibilities with or without reasonable accommodation.

- Ability to sit and work at a computer workstation for extended periods throughout the workday.

- Frequent use of telephones, computers, and standard office equipment.

- Ability to communicate effectively by phone, email, and in person.

- Occasional standing, walking, bending, or reaching may be required.

- Work is performed primarily in a professional office environment.

About Williams Distributing

Williams Distributing Co. and Shoemaker Inc., part of Daikin Comfort Technologies North America, Inc., are leading wholesale distributors serving Michigan, Ohio, and Indiana. Through our HVAC, Kitchen & Bath, Hearth, and Garage Door business segments, we support contractors, builders, dealers, designers, architects, and homeowners with industry-leading products, technical expertise, training, and customer service.

As part of Daikin Comfort Technologies North America, Inc., employees benefit from the support and opportunities of a global organization backed by Daikin Industries, Ltd., the world's largest HVAC manufacturer.

Whether your interests are in customer service, order management, operations, sales support, account coordination, or leadership, Williams offers opportunities for professional growth and long-term career development.

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer-sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.