Customer Sales and Service Representative

About the role

CFC is seeking a detail-oriented and customer-focused Customer Service Representative to serve as the primary point of contact for customers. This role is responsible for processing orders, responding to customer inquiries, resolving issues, and coordinating with sales, purchasing, warehouse, and operations teams to ensure exceptional customer satisfaction. The ideal candidate will have strong communication skills, prior customer service experience, and proficiency with ERP and Microsoft Office applications.

Responsibilities

• Provide outstanding customer service via phone, email, and other communication channels.
• Process customer orders, quotes, returns, and inquiries accurately and efficiently.
• Enter and maintain customer and order information within the Prophet 21 (P21) ERP system.
• Monitor order status and proactively communicate updates regarding shipments, delays, and product availability.
• Resolve customer concerns and complaints in a professional and timely manner.
• Coordinate with Sales, Purchasing, Warehouse, and Accounting teams to support customer needs.
• Maintain accurate customer records and documentation.
• Assist customers with product information, pricing, availability, and account-related questions.
• Generate reports and perform administrative tasks using Microsoft Office applications.
• Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Follow company policies, procedures, and service standards.

Requirements

• High school diploma or GED required.
• 2+ years of customer service experience, preferably in a distribution, industrial, manufacturing, or wholesale environment.
• Experience working with an ERP system; Prophet 21 (P21) experience is strongly preferred.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to multitask and manage priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Professional and positive customer-focused attitude.

Preferred

• Associate's or bachelor's degree in Business or a related field.
• Experience supporting inside sales or order management functions.
• Knowledge of inventory, purchasing, and distribution processes.
• Experience with CRM systems and customer account management.

Competencies

• Customer Focus
• Communication
• Teamwork and Collaboration
• Problem Solving
• Time Management
• Attention to Detail
• Adaptability
• Accountability

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to occasionally lift up to twenty pounds.
• Regular use of computer, telephone, and office equipment.