Customer Service – Product Fulfillment

South Western Communications (SWC) is a trusted provider of communication, physical security, and life-safety solutions for Healthcare, Education, Detention, and Commercial customers. We use a consultative approach to conduct in-depth needs analyses, delivering integrated solutions with best-in-class products tailored to each customer’s goals.

About the role

This full-time, salaried (exempt) position reports to the Director of Service and is responsible for quick-response customer service and part-fulfillment based on incoming inquiries. The role includes a full benefits package.

Responsibilities

• Respond promptly and professionally to customer inquiries regarding parts availability, pricing, and compatibility.
• Provide accurate product information, recommendations, and technical support.
• Process customer orders accurately in the system, ensuring all details are correct and complete.
• Track orders from initiation through delivery, proactively communicating status updates to customers.
• Assist customers in identifying the correct parts based on equipment models, specifications, or requirements; coordinate with internal teams when necessary.
• Offer alternative solutions when requested parts are unavailable, maintaining a customer-focused approach.
• Build and maintain positive customer relationships through attentive service and follow-up.
• Address and resolve customer issues, returns, or complaints in a timely and effective manner.
• Collaborate with internal teams (e.g., warehouse, procurement, technical support) to ensure seamless service delivery.
• Communicate customer feedback and recurring issues to management for continuous improvement.
• Stay updated on product lines, new releases, and technical information to provide informed support.
• Participate in ongoing training related to customer service best practices and product knowledge.

Requirements

• Two-year degree or equivalent customer service experience.
• Strong organizational and time-management skills.
• Excellent verbal and written communication and interpersonal skills.
• Sales or customer service experience is a plus.
• Understanding of electronic systems such as healthcare communications, paging, infant protection, real-time locator, intercom, and TV distribution systems.
• Ability to manage multiple tasks simultaneously and adjust to shifting priorities.
• Strong sense of urgency.
• Occasional out-of-town travel required.

Skills

• Self-motivated, responsible, and well-organized.
• Superior customer service skills for both internal and external customers.
• Strong interpersonal skills; ability to work with diverse groups.
• Proficiency in MS Word, Excel, Access, PowerPoint, and Outlook.
• Ability to plan, organize, and implement projects to meet deadlines.
• Ability to handle stressful situations effectively.
• Ability to read and interpret general business documentation.
• Valid and current driver’s license.

Work Environment

• Employee is required to stand, walk, climb, sit, and use hands and fingers.
• Light lifting of objects is required.
• Reaching, grasping, and carrying activities are involved.
• Moderate noise level in the work environment; occasional outside activities subject to seasonal temperature fluctuations.