Customer Service Representative

Customer Service Representative

Company: SMC Industries, Inc.

Location: Houston, Texas (Channelview, Texas)

Position Type: Full-Time

Position Summary

SMC Industries is seeking a Customer Service Representative to join our customer service and office support team. This position will support customers with quotations, orders, pricing, product availability, shipping coordination, and general product-related questions. A key responsibility of this role will be learning and managing SMC’s daily logistics and shipping activities to help ensure orders move efficiently from production through delivery.

The successful candidate will work closely with other customer service personnel, office management, production, shipping, and management to provide responsive and dependable support to our distributor customers. In addition to day-to-day customer service responsibilities, this position will also include periodic proactive customer outreach through outbound calls and email, as well as occasional in-person customer visits.

Primary ResponsibilitiesCustomer Support

• Support distributor customers with orders, pricing, product availability, lead times, shipping information, and general product questions.
• Assist with customer quotations, purchase orders, order acknowledgments, and related documentation.
• Respond promptly and professionally to customer phone calls and emails.
• Assist customers with sizing, packaging, availability, and routine product-related questions.
• Coordinate internally with customer service, office management, production, shipping, and management to provide customers with accurate information.
• Maintain accurate customer, pricing, order, and contact information within company systems.
• Help resolve order discrepancies, shipping issues, damaged shipments, and other customer concerns.
• Maintain strong follow-through on customer issues and requests, keeping customers and internal teams informed until matters are resolved.
• Communicate changes in lead times, production schedules, shipping schedules, and other relevant order information to customers.

Logistics & Shipping Coordination

• Learn and manage SMC’s daily logistics responsibilities as a primary function of the position to help ensure shipping operations run smoothly and efficiently.
• Coordinate outbound shipments ranging from LTL orders to full and multi-truckload shipments, ensuring they are scheduled, documented, and communicated accurately.
• Work with production and office personnel to confirm order readiness and coordinate shipping arrangements based on timing, order size, and customer requirements.
• Communicate with freight carriers, brokers, and transportation providers to obtain freight quotes and schedule pickups and deliveries.
• Prepare and maintain bills of lading, shipping documents, tracking information, and other required freight records.
• Monitor shipments and assist with delays, missed pickups, damaged freight, shortages, delivery issues, and other transportation-related concerns.

Customer Communication & Outreach

• Maintain positive working relationships with distributor branch personnel, purchasing contacts, customer service representatives, and other customer contacts.
• Conduct periodic proactive outreach to existing customers through phone calls and outbound email.
• Follow up on open quotations, customer inquiries, product availability questions, and other outstanding customer needs.
• Contact customers regarding order status, product availability, lead times, pricing updates, and other relevant information.
• Gather customer feedback and communicate relevant information or concerns internally.
• Assist with occasional in-person customer visits as needed to strengthen relationships and better understand customer needs.

Administrative & System Support

• Maintain accurate customer and contact information within company systems.
• Document important customer communications, order information, and follow-up activity as appropriate.
• Assist with maintaining organized customer, quotation, order, shipping, and logistics records.
• Support other customer service and office functions as needed.
• Work collaboratively with other team members to ensure customer requests and operational priorities are handled efficiently.

Qualifications

• Previous experience in customer service, logistics, shipping, inside sales, order management, distribution, manufacturing, or a related role preferred.
• Strong organizational skills and attention to detail.
• Strong written and verbal communication skills.
• Ability to thrive in a fast-paced work environment while managing competing priorities, tight deadlines, and time-sensitive customer requests.
• Strong problem-solving skills with the ability to think critically, adapt to unexpected challenges, and identify practical solutions to customer and shipping issues.
• Comfortable communicating with customers, freight carriers, vendors, and internal personnel by phone and email.
• Ability to manage multiple orders, shipments, and customer requests simultaneously.
• Professional, dependable, and responsive approach to customer service.
• Comfortable learning technical products, shipping procedures, and industry terminology.
• Ability to work effectively in a small-team environment where responsibilities may overlap.
• Experience with CRM, ERP, quoting, order-entry, or shipping systems preferred.
• Experience working with freight carriers, LTL shipments, truckload shipments, or industrial distribution is a plus.
• Experience within industrial distribution, manufacturing, insulation, construction, or related industries is helpful but not required.
• Willingness to participate in occasional customer visits and local industry events.

What Success Looks Like

Success in this role begins with developing a strong understanding of SMC’s daily logistics and shipping processes and ensuring customer orders are coordinated accurately and efficiently.

The individual should become a dependable member of the customer service team who can manage shipping responsibilities, communicate effectively with customers and carriers, and help resolve issues before they affect customer service.

As the individual becomes comfortable with SMC’s products, customers, and internal processes, the role will also include more proactive communication with customers through outbound calls, email follow-up, and occasional customer visits.

The overall goal of the position is to provide excellent customer support while helping SMC maintain efficient, reliable, and well-organized order and shipping operations.