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Customer Service Representative in Grand Rapids, Michigan at X-Rite, Incorporated

Date Posted: 1/2/2019

Job Snapshot

Job Description

Job ID: X-R001044

About Us

X-Rite is the global leader in color measurement and color management, offering hardware, software and services for measuring, formulating and matching color. The company serves a range of industries, including automotive, paints, plastics, textiles, printing, packaging, photography, graphic design, video, and medical. X-Rite serves customers worldwide from its offices in Europe, Asia and the Americas.


X-Rite, recognized nationally as one of the "Best & Brightest Companies to Work For”, is seeking a Customer Service Representative to round out their Grand Rapids, Michigan based team!
The main job purpose of this position is to ensure that customers’ needs are satisfied through effective communication, support, and service.  These needs will be met by efficiently processing orders, solving customer’s problems, maintaining correspondence, and coordinating with other departments as required.

Essential Job Functions:
• Provide quality service to satisfy the needs of X-Rite’s customers by making status determinations based on standard work on repairing an instrument versus replacement to ensure customer satisfaction. Be able to analyze situations and respond accordingly.
• Achieve a high level of understanding of company and department policies and procedures, systems, organization structure and practices in order to reach timely and positive solutions to customer problems.
• Provide quality verbal and written external communication within forms and via email with X-Rite’s customers, dealers, authorized service centers, and subsidiaries.  This communication includes, but is not limited to, customer inquiries, parts identification, pricing and availability, orders, service, shipments and repair status.
• Internal communication will include working with the sales force, Credit, Materials, Shipping, Engineering, and IT departments to provide reliable and timely service to X-Rite’s customers.
• Manage customer relationship with regard to parts identification, calibration, operation, and troubleshooting of the instruments, via specified programs.
• Use specified computer applications to interpret, verify, enter, maintain, and follow orders through the system, to ensure accurate and expeditious processing.  
• Maintain knowledge of X-Rite products and parts and be able to identify them via customer description. Maintain product knowledge and developments through the Help Desk, manuals, and product literature, provided by service technicians or engineers.
• Coordinate repair with technicians to provide reliable and timely service of customer’s instruments.
• Raise issues to management when they can’t be easily resolved using standard procedures. 
• Promote teamwork and positive interaction within and between teams and other departments.

Job Requirements


• Bachelor’s degree required or High School degree with 3 years of customer service experience.
• Ability to learn and understand technical product and software applications.
• Proven interpersonal, verbal and written communication skills, and organizational skills for frequent internal and external customer contact.  Fluency in a foreign language is a plus.

X-Rite/Pantone is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. 

Here's what X-Rite Pantone will offer you:
• Benefits galore. Comprehensive benefits package, wellness program, paid parental leave, 401(k) options, profit sharing program, casual dress code, on-site yoga classes and more!
• Work/Life balance. A rich Vacation/PTO package and 13 PAID holidays! 
• A great culture. One where the best team wins. You’ll love working with our team in a fast-paced, collaborative and continuous improvement environment. 
• Opportunities for growth. At X-Rite, we value employee growth. As an associate of X-Rite/Pantone there are many opportunities to grow professionally and personally through training, mentoring/coaching and additional job responsibilities. As part of Danaher, you can grow your career across five high-impact industries, six continents and more than 20 global operating companies – we are committed to hiring from within, wherever possible, and supporting your mobility. 
• The chance to give back to our community.
• Work for an organization that is dedicated to building and sustaining a truly diverse and inclusive culture. Join us on our D&I journey.

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.


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