Job Summary:
The Customer Service Representative I serves as a primary point of contact for customers while supporting the day-to-day operations of the Midway branch. This role is responsible for providing exceptional customer service, processing quotations and orders, maintaining accurate records, coordinating with internal and external stakeholders, and supporting operational processes that contribute to branch efficiency and customer satisfaction. The ideal candidate is detail-oriented, customer-focused, and capable of balancing both customer service and operational responsibilities in a fast-paced environment.
Essential Duties and Responsibilities:
- Serve as a primary point of contact for customers, ensuring exceptional customer service and responsiveness.
- Process customer inquiries, quotations, and orders accurately and in a timely manner.
- Maintain knowledge of customer account requirements and special situations to effectively resolve issues and achieve positive outcomes.
- Develop specialized knowledge of products, services, and applications to support customers and sales efforts.
- Utilize and maintain vendor portals as required.
- Maintain accurate records and documentation within ERP and CRM systems.
- Gather, organize, and communicate relevant information to the sales and management teams.
- Collaborate effectively with associates across departments to support customer and business objectives.
- Provide troubleshooting assistance, support shipment-related issues, and help resolve product concerns.
- Proactively follow up with customers to ensure issues are resolved to their satisfaction.
- Maintain familiarity with approved suppliers for products and services.
- Collaborate internally and externally to develop quotes for products and services.
- Perform advanced order entry functions with a high degree of accuracy.
- Actively participate in and support the Ignite Sales Initiative.
- Support and take ownership of assigned branch operational functions and administrative processes.
- Assist with day-to-day branch operations to promote efficiency, organization, and customer satisfaction.
- Perform other duties and responsibilities as assigned by branch leadership.
Qualifications
- Associate degree or equivalent from two-year College or technical school; or High School Diploma with two (2) years related experience.
- Preferred experience and knowledge of industrial distribution.
- Excellent customer relations and problem-solving skills
- Strong verbal, written, and interpersonal communication skills
- Detail oriented, including accurate data entry skills
- Capable of working independently, as well as a team member
- Interact with co-workers with a positive attitude to maintain a friendly and productive work environment
- Must be proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams)
- Ability to understand written and oral English and be proficient with computer, email, spreadsheets and look up documents online
- Ability to meet the physical requirements of the job
- Ability to work in environments that may include:
- Moving mechanical parts
- Fumes or airborne particles
- Painting chemicals and solvents
- Electrical equipment
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Sitting: Prolonged periods of sitting at a desk
- Standing: Mobility within an office environment for extended periods
- Walking: Moving around the office
- Lifting: Occasionally lifting and carrying up to 20 pounds
Competency
To perform the job successfully, an individual should demonstrate the following competencies:
- Adaptability – Ability to be flexible and adjust to changes in your work environment. You can respond quickly to changing ideas, responsibilities, expectations, trends, strategies and other processes. Being adaptable also means possessing soft skills like interpersonal communication, creative thinking and problem-solving skills.
- Accuracy - Ability to detect errors in normal course of work by standard check or routine crosscheck. Errors resulting from inaccuracy would create minor confusion, delay or expense to correct the situation.
- Dependability - Follows instructions, responds to management direction; Keeps commitments.
- Initiative - Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
- Problem Solving - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
- Planning/Organization - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
- Communication and Interpersonal Skills - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Demonstrates group presentation skills.
- Collaboration – Ability to work with others to achieve a common goal; Building and maintaining relationships through shared responsibility, respect, and empathy.