Customer Service Rep

PRIMARY FUNCTION:

Provide full customer account management regarding products and services, including pricing, availability, and shipping information. Serves as a primary point of contact for customers and responds thoroughly and timely to inquiries via phone, email, or direct interaction. Performs duties within an industrial distribution environment and works closely with internal departments to support customer requirements, resolve issues, and maintain strong customer service relationships. The scope and complexity of work performed may vary based on experience, demonstrated capability, and assigned responsibilities.

MAJOR DUTIES AND RESPONSIBILITIES:

• Processes requests for customer orders, quotations, follow-up on quotations, and customer returns or credits in accordance with company policies, procedures, and service standards.
• Serves as a primary point of contact for customer inquiries and requests, ensuring timely, accurate, and professional responses via phone, email, or other approved communication channels.
• Works closely with sales, fabrication, credit, inventory control, warehouse personnel, and other internal departments to coordinate customer requirements and ensure accurate and timely order execution.
• Investigates order entry, pricing, shipping, and billing discrepancies; determines appropriate corrective action; and coordinates solutions with applicable departments, following issues through to resolution.
• Utilizes enterprise systems, online learning tools, and available technical resources to obtain product, pricing, availability, and application information necessary to support customer needs.
• Ensures access to and appropriate use of current company literature, technical documentation, and reference materials.
• Represents the company in a professional manner and communicates verbally and in writing to meet customer expectations, timelines, and service commitments.
• Identifies opportunities to increase sales through promotions, add-on items, and proactive customer support, consistent with established pricing and sales guidelines.
• Maintains accurate and timely documentation of customer interactions, order activity, and issue resolution within applicable systems.
• Follows up with customers to provide status updates, manage expectations, and ensure satisfactory resolution of requests or issues.
• Cultivates and maintains effective working relationships with customers, suppliers, and internal partners to support long-term service and account stability.
• Completes required training curriculum and maintains proficiency in systems, processes, and product knowledge applicable to assigned responsibilities.
• Follows all company policies and incorporates Standard Operating Procedures (SOPs) into daily work.
• Performs other duties as assigned.

EXPERIENCE: 

• Minimum of one (1) year of customer service, sales support, or account management experience in a business, distribution, manufacturing, or technical environment.
• Experience processing customer orders, quotations, pricing, returns/credits, and follow-up activities in accordance with established procedures.
• Experience working with enterprise systems or databases; ERP/JDE experience preferred.
• Experience managing multiple tasks simultaneously, prioritizing workload, and meeting deadlines in a fast-paced environment.
• Experience communicating with customers and internal partners to resolve issues and coordinate next steps.
• Experience applying basic arithmetic skills in a business context, including pricing, quantities, and measurements.
• Experience operating standard office technology, including computers, phones, and Microsoft Office applications.
• English required for U.S.; Spanish and Portuguese required for Latin America.

An equivalent combination of education, training, and relevant experience that provides the knowledge, skills, and abilities necessary to successfully perform the essential functions of the job may be considered in lieu of formal education or experience requirements.