Customer Service Rep

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.

• 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.