Customer Service Representative

Western States Metal Roofing

Position Summary

Western States Metal Roofing is looking for a motivated, customer-focused Customer Service Representative to join our sales team.

This is more than a traditional customer service position. Our Customer Service Representatives serve as the primary day-to-day contact for customers while actively supporting sales, developing customer relationships, identifying opportunities, preparing quotes and orders, and helping ensure a seamless experience from the initial inquiry through completion of the order.

The ideal candidate is organized, proactive, comfortable managing multiple priorities, and enjoys working directly with customers in a fast-paced sales and manufacturing environment.

Essential Duties and Responsibilities

• Build and maintain strong professional relationships with customers.
• Serve as a primary contact for customer inquiries, orders, pricing, and product information.
• Develop an understanding of customer needs and help identify appropriate products and solutions.
• Identify opportunities to grow existing customer accounts.
• Support Outside Sales Representatives with customers, opportunities, and follow-up.
• Assist with lead and prospect follow-up.
• Prepare accurate quotations and sales orders.
• Verify pricing, specifications, and product availability.
• Monitor open quotes and proactively follow up on customer requests.
• Coordinate orders with Production, Purchasing, Shipping, Logistics, and Accounting.
• Provide customers with proactive communication regarding order status and lead times.
• Take ownership of customer concerns and help coordinate solutions through resolution.
• Maintain accurate CRM and ERP records.
• Document customer interactions and complete administrative responsibilities accurately and on time.
• Develop strong knowledge of Western States Metal Roofing products and capabilities.

Required Qualifications

• 2+ years of customer service, inside sales, or sales support experience.
• Strong written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to manage multiple customers, orders, quotes, and priorities simultaneously.
• Strong problem-solving skills.
• Proficiency with Microsoft Office.
• Comfortable working in a fast-paced, team-oriented environment.

Preferred Qualifications

• Experience in roofing, metal roofing, building materials, manufacturing, or distribution.
• B2B customer service or inside sales experience.
• Experience using CRM and ERP systems.
• Previous experience preparing quotes, entering orders, or supporting a sales team.

What We're Looking For

We are looking for someone who takes ownership rather than simply passing problems along. The right person will communicate proactively, follow through on commitments, develop strong customer relationships, and understand that exceptional customer service also creates opportunities to grow the business.

This position works closely with Outside Sales, Production, Purchasing, Shipping & Logistics, Accounting, and Sales Leadership and plays an important role in delivering the customer experience Western States Metal Roofing expects.

Location: Office-Based
Position Type: Full-Time / Hourly Non-Exempt
Compensation: $20.00 to $24.00 per hour