Customer Service Rep II

About the Role

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.

Responsibilities

• Process requests for customer orders, quotations, follow-up on quotations, and customer returns or credits in accordance with company policies, procedures, and service standards.
• Serve 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.
• Work closely with sales, fabrication, credit, inventory control, warehouse personnel, and other internal departments to coordinate customer requirements and ensure accurate and timely order execution.
• Investigate order entry, pricing, shipping, and billing discrepancies; determine appropriate corrective action; and coordinate solutions with applicable departments, following issues through to resolution.
• Utilize enterprise systems, online learning tools, and available technical resources to obtain product, pricing, availability, and application information necessary to support customer needs.
• Ensure access to and appropriate use of current company literature, technical documentation, and reference materials.
• Represent the company in a professional manner and communicate verbally and in writing to meet customer expectations, timelines, and service commitments.
• Identify opportunities to increase sales through promotions, add-on items, and proactive customer support, consistent with established pricing and sales guidelines.
• Maintain accurate and timely documentation of customer interactions, order activity, and issue resolution within applicable systems.
• Follow up with customers to provide status updates, manage expectations, and ensure satisfactory resolution of requests or issues.
• Cultivate and maintain effective working relationships with customers, suppliers, and internal partners to support long-term service and account stability.
• Complete required training curriculum and maintain proficiency in systems, processes, and product knowledge applicable to assigned responsibilities.
• Follow all company policies and incorporate Standard Operating Procedures (SOPs) into daily work.
• Perform other duties as assigned.