Haviland Enterprises, Inc., a 100% Employee Owned, industrial chemical, plastics and pool and spa chemical manufacturing and distribution company, specializing in creative chemistry seeks a Customer Service Representative for our industrial chemical sales in our Haviland Products Company-HPC division. This position provides the primary interactions and interface between customer, sales and operations support to ensure excellent service and customer satisfaction. Hours are Monday-Friday 8:00am-5:00pm. We are looking for an independent, reliable, self-motivated, self-starter, with a positive attitude, team approach, with an "Owner" and process improvement mentality.
Essential Job Duties & Responsibilities:
- Serve as the primary point of contact for assigned customers, providing timely, professional, and responsive support.
- Build and maintain strong customer relationships while managing inquiries related to orders, product availability, pricing, lead times, shipments, and general account needs.
- Enter, review, and manage customer orders to ensure accuracy and coordinate with Production, Inventory, Logistics, and other internal teams to support on-time, in-full delivery.
- Monitor and communicate order status, backorders, allocations, delivery risks, and other service-related updates.
- Coordinate billing activities, credits/debits, returned containers, and required customer and order documentation.
- Provide basic product specification support and coordinate requests for SDS, regulatory, compliance, and customer qualification documentation.
- Take ownership of customer issues, including delivery delays, shortages, discrepancies, quality concerns, returns, and other service issues, through resolution.
- Partner with Sales and Operations to represent the voice of the customer, support account needs, and provide feedback that strengthens customer service and account growth.
- Maintain accurate records, protect confidential information, and represent Haviland professionally with both internal and external customers.
- Support Haviland’s LEAN culture, including 5S, the 8 Wastes, process focus, and discipline to standards, while contributing to continuous improvement efforts related to order accuracy, lead times, customer communication, quality, safety, and overall customer satisfaction.
Required Education, Experience, Knowledge, Skills & Abilities:
- High school diploma or equivalent required; associate or bachelor’s degree in business, supply chain, operations, communications, or a related field preferred.
- Customer service, order management, inside sales support, supply chain, logistics, or manufacturing support experience strongly preferred; 2 years of customer service experience required, 4 years preferred.
- Strong written and verbal communication skills, with the ability to provide clear updates and manage sensitive customer situations professionally.
- High attention to detail and ability to validate orders, documentation, customer instructions, billing information, and shipment information accurately.
- Ability to establish and maintain effective working relationships with peers, customers, management, Sales, Operations, and other internal stakeholders.
- Strong organizational, prioritization, time-management, and multi-tasking skills in a fast-paced environment.
- Ability to coordinate across departments, follow up consistently, and manage multiple priorities while maintaining flexibility as needs change.
- Proficiency with Microsoft Office tools and comfort learning ERP, order entry, CRM, or customer service systems.
- Ability to read, write, and speak the English language fluently.
- High commitment to safety, environment, quality, confidentiality, and customer satisfaction.
- Ability to perform the essential functions of the position, with reasonable accommodations made as needed for individuals with disabilities.
- Preferred:
- Experience in chemicals, manufacturing, distribution, packaging, logistics, or another regulated B2B environment.
- Experience with general accounting principles, including credits, debits, monthly billing, and consignment billing.
- Familiarity with Chempax or similar ERP systems.
- Familiarity with product specifications, SDS requests, compliance documentation, customer setup, audits, or qualification processes.
- Experience supporting OTIF, order accuracy, lead-time management, customer issue resolution, or continuous improvement initiatives.
Benefits:
- 100% Company provided equity growth & ownership through Employee Stock Ownership Plan. Approx. 6%+ of earnings annually given to you for free in the form of company stock. You become an Employee Owner for free!
- Profit-Sharing Bonus Plan
- Company matching 401(k) plan: 50% up to 6% of salary
- Immediate Vacation Paid Time Off
- 7 paid Holidays & 3 paid Floating Holidays
- 8hrs Volunteer Time Off annually
- Reimburse COBRA pmts. Up to 1-2mths. for family until healthcare benefits are effective so there is no lapse in coverage.
- Tuition Reimbursement Plan
- Workplace Giving & Matching Program – Haviland will match 100% of employee charitable donations up to $250 per calendar year.
- Service awards given for every 5 years of service beginning at $100 with an increasing scale up to $1,000.
Medical & Prescription Healthcare plan:
- Priority Health HMO / PPO
- 1st of the month following first 30 days
- COBRA coverage paid to prevent any lapse in individual or family coverage
- One of the best plans in GR at one of the lowest employee costs!
- Traditional Medical Plan - Priority Health HMO - EPO
- Biweekly Employee Medical Premium: EE EE+1 = $137.94, Family = $176.42
- Deductible: $750 Individual/$1,500 Family, Co-insurance: 20% up to maximum of $750 Individual/$1,500 Family.
- Prescription Copays: $30 Copay Generic/Tier 1, $80 Copay Brand/Tier 2, $110 Copay Non-Preferred/Tier 3, Preferred Specialty/Tier 4, and non-Preferred Specialty/Tier 5.
- High Deductible Health Plan - Priority Health HMO - EPO
- HSA - Health Savings Account with Haviland dollar for dollar match up to $700 Individual/$1,200 Family per year.
- Biweekly Employee Medical Premium: EE EE+1 = $68.97, Family = $88.21
- Deductible: $1,700 Individual/$3,400 Family, Co-insurance: 20% after deductible is met up to a max out of pocket of $3,000/$6,000 (deductible applies to max out of pocket)
- Prescription Copays: $30 Copay Generic/Tier 1, $80 Copay Brand/Tier 2, $110 Copay Non-Preferred/Tier 3, Preferred Specialty/Tier 4, and non-Preferred Specialty/Tier 5.
Dental Plan:
- Delta Dental
- No Deductible, $2,000 Plan Year Max, $2,000 Ortho Svcs.
- Cleanings & X-Rays covered at 100%
- 80% Basic Services & 80% covered Major Services
- $8/mth EE Only cost and $20/mth EE+Family cost
Vision Plan:
- EyeMed
- $1.00/mth EE Only cost and $2.79/mth EE+Family cost
Additional Benefits:
- Flexible Spending Accounts - Healthcare & Dependent Care
- Company Paid Short-term & Long-term Disability insurance
- 100% Company Paid Life Insurance for Employees, Spouse & Children
- 100% company paid Maternity/Paternity Leave
Wellness Benefits:
- Reimburse 25% of the cost of Employee & Family Fitness Center Costs
- Reimburse 25% of the cost of Employee Fitness Classes or Race fees
- Reimburse 25% up to $200 of the cost of Employee Fitness Trackers
- Free Flu Shots
- Amway Riverbank Run/Walk Employee & Family race reimbursement
- FREE Onsite & Virtual Healthcare through HealthBar’s Family Nurse Practitioner for Employees & their Families in Grand Rapids, MI
Our Company:
- Haviland Enterprises, Inc. was founded in 1934. Celebrating 92 years, Haviland is globally recognized as a conscientious, quality-driven Employee-Owned manufacturer and distributor. Haviland has maintained steady growth and has 270 employees with an average length of service of 10+ years.
- Haviland Products Company manufactures industrial and specialty chemicals & products and offers a variety of contract manufacturing and packaging services from multiple facilities in Grand Rapids, MI and Kalamazoo, MI.
- Haviland Consumer Products, Inc. manufactures pool and spa products and sells a variety of pool and commercial hoses. Haviland Consumer Products Inc. operates in Grand Rapids, MI; Walker, MI; Chandler, AZ; and Baleco International, Inc. in North Bend, OH which manufactures pool and spa chemicals and plastics injection molding.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity and expression, national origin, age, disability, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.
Haviland is an Equal Opportunity Employer and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.
Job Type: Full-time
People with a criminal record are encouraged to apply
Work Location: In person
