Customer Service Representative

Be part of a growing, successful company in an exciting and challenging field. Border States is 100% employee-owned, which means you’re empowered to make decisions, find solutions, and receive rewards for your hard work. This position is located in Nashville, TN.

About the Role

The Customer Service Representative supports the day-to-day operations of the Customer Service Team in promoting sales, obtaining orders, and providing service to customers. This role involves order management, customer follow-up, report maintenance, and collaboration with sales, marketing, and financial teams to resolve issues and improve processes.

Responsibilities

• Work closely with Border States’ sales and marketing staff to meet and exceed branch sales and gross profit objectives.
• Obtain orders and provide proactive customer service, including order entry, expediting, pricing, returns, delivery coordination, and follow-up on inquiries.
• Provide timely follow-up on customer technical inquiries and requests.
• Maintain Open Order Reports, Billing Block Reports, and other necessary reports consistently.
• Actively participate in the marketing and sale of Border States’ products and services.
• Provide responsive, quality service to meet and exceed customer expectations.
• Provide input to personnel on customer needs or concerns regarding pricing, inventory, products, competition, and procedures.
• Coordinate with Customer Financial Services to resolve billing problems related to pricing, shipping, delivery, or credit errors.
• Provide input to pricing and purchasing areas on product evaluations, code descriptions, inventory management, and pricing development.
• Attend sales meetings and training programs as required.
• Assist with sales meetings and trade shows as needed.
• Develop quotations and request bid or performance bonds for customers within company profit objectives and guidelines.
• Perform other duties as assigned by a supervisor.

Requirements

• Minimum of a 2-year business/trade degree preferred or equivalent work experience.
• Minimum of 2 years of prior customer service, city desk, or sales experience; strong knowledge of electrical products and systems preferred.
• Technical ability to understand electrical systems with a minimum of 2 years of prior electrical distribution experience preferred.
• Ability to read, write, and speak in English preferred.
• Strong working knowledge of PC for Windows, Microsoft Office (Excel, Word, and PowerPoint), internet, email, and SAP software.

Skills

• Excellent customer service skills, including being competent, accurate, responsive, and engaged.
• Excellent interpersonal, written, and verbal communication skills.
• Strong ability to plan and organize effectively.

Physical Requirements

Lifting Frequency:

• Lift from Waist: Up to 10 lbs. – Not at all; 10 to 25 lbs. – Not at all; 26 to 50 lbs. – Not at all; 51 to 75 lbs. – Not at all; 75 to 100 lbs. – Not at all; 100+ lbs. – Not at all.
• Lift from Floor: Up to 10 lbs. – Frequently; 10 to 25 lbs. – Frequently; 26 to 50 lbs. – Occasionally; 51 to 75 lbs. – Occasionally; 75 to 100 lbs. – Not at all; 100+ lbs. – Not at all.
• Carried for Distance: Up to 10 lbs. – Not at all; 10 to 25 lbs. – Not at all; 26 to 50 lbs. – Not at all; 51 to 75 lbs. – Not at all; 75 to 100 lbs. – Not at all; 100+ lbs. – Not at all.

Physical Activity Frequency:

• Sitting – Continuously
• Standing – Frequently
• Walking – Frequently
• Bending/Stooping – Occasionally
• Crawling – Not at all
• Climbing/Walking Stairs – Frequently
• Reaching – Frequently
• Crouching/Squatting – Occasionally
• Kneeling – Occasionally
• Balancing – Occasionally
• Repetitive Motion – Continuously
• Pivoting – Occasionally
• Pushing/Pulling – Occasionally
• Grasping – Continuously
• Fingering – Continuously
• Talking – Continuously
• Driving – Occasionally
• Desk Work – Continuously
• Use of a Computer – Continuously
• Use of a Telephone – Continuously
• Hearing – Continuously
• Exposure to Adverse Weather & Temperature Conditions – Occasionally
• Travel – Occasionally

Benefits

• Health, Dental, and Vision Benefits
• Accident, Critical Illness, and Hospital Indemnity Insurance
• FSA & HSA
• Employee Stock Ownership Plan (ESOP)
• Disability Benefits
• 401(k) Retirement Plan
• Life Insurance
• Employee Assistance Program
• Paid Holidays
• Paid Volunteer Time
• Personal Leave Time
• Bonuses upon achievement of branch and company goals