Client Support Specialist

Job Title: Client Support Specialist

Location: Grand Rapids, MI
Work Type: Hybrid – Part-Time (16 Hours)

- Monday | 10am – 3pm (Remote)

- Tuesday | 10am – 3pm (In-Office)

- Wednesday | 1pm – 5pm (In-Office)

- Thursday | 1pm – 5pm (In-Office)

Reports to: Supply Chain Market Manager
FLSA Status: Hourly (Non-Exempt)

Position Summary

We are seeking a detail-oriented, customer-focused Client Support Specialist to provide part-time support with order entry, quotation requests, basic sourcing, expediting, and customer service. The ideal candidate is organized, responsive, accurate, efficient, and comfortable managing multiple priorities.

Key Responsibilities

• Enter and process customer orders and quotation requests accurately in the ERP system while following established procedures.
• Review orders and quotes for pricing, product details, availability, lead times, shipping terms, and completeness.
• Perform basic sourcing for spot-buy quotation requests by identifying suppliers and obtaining pricing and availability.
• Support order fulfillment across all EM Services market segments and maintain accurate quotes, acknowledgements, change orders, open-order schedules, and customer communications.
• Provide responsive customer service and follow up on backorders, delays, substitutions, shipments, and other issues affecting customer commitments.
• Communicate with customers, suppliers, and internal teams to resolve order, delivery, invoice, and product-related issues.
• Assist with returns, credits, replacements, and other reverse-logistics activities.
• Prioritize issues based on urgency and customer impact, escalate risks, and help identify recurring issues or process improvements.
• Complete assigned quarterly tasks, meet established KPIs and metrics, and take ownership of assigned responsibilities.

Qualifications

• Prior experience in customer service, order entry, supply chain, sourcing, purchasing, and/or accounting preferred.
• ERP experience strongly preferred; proficiency with Microsoft Office, especially Excel and Word.
• Strong attention to detail with the ability to work quickly and accurately.
• Professional communication skills and a fundamental understanding of common business practices and terminology.
• Basic understanding of purchasing, sourcing, supply chain, or distribution preferred.
• Associate degree or equivalent experience required.

Core Competencies

· Speed & Accuracy – Processes customer orders and quotation requests efficiently while maintaining a high level of accuracy and following established procedures.

· Customer Focus – Provides responsive, professional service and understands the importance of prioritizing customer needs.

· Initiative & Problem Solving – Identifies issues proactively, takes action, and works toward resolution rather than waiting to be directed.

· Accountability & Ownership – Takes responsibility for assigned duties and follows through to completion.

· Communication – Communicates clearly and professionally with customers, suppliers, and internal teams.

· Adaptability – Comfortable taking on different responsibilities and adjusting priorities as the organization and customer needs change.

· Organization & Prioritization – Effectively manages multiple customers, orders, quotation requests, issues, and deadlines in a fast-paced environment.

What Success Looks Like

• Accurate and timely order and quote processing.
• Responsive support for customers, suppliers, and internal teams.
• Strong follow-through, organization, and accountability.
• Ability to work independently while contributing to a collaborative team.
• Flexibility to support changing business needs and priorities.

INTEGRATED PROCUREMENT SOLUTIONS
EM Services, LLC (Electronic Management Services) is a leader in integrated procurement. Our consolidated purchasing power lowers your costs and improves your internal business process. Furthermore, we are a single point of contact for managing your indirect materials and point-of-use commodities.

WHAT WE DO
EM Services does more than centralize procurement. EM Services provides integrated procurement solutions for MRO supplies, services and equipment. Since 1993, we have worked with our network of trusted distributors to provide companies large and small with quality products, competitive pricing, responsive service and onsite training and support.