Customer Service Representative

PTSolutions is the leading supplier of industrial tools in the Midwest and one of the Top 100 distributors in the United States. With more than 40 locations throughout the country and over 1,000,000 square feet of warehouse space, we continuously expand our product offerings while guaranteeing responsive personal service and same-day shipping. We offer customizable, advanced inventory options to reduce overspending and overhead, conduct on-site evaluations, and provide training programs to help customers improve their manufacturing processes and reduce costs. From VMI to procurement, PTSolutions is a full-service provider supporting customers every step of the way.

About the role

In this position, you will act as a liaison between external and internal parties, providing product information, answering questions, and resolving issues with accuracy and efficiency. We provide the training needed to effectively use our systems and speak about our products. We are looking for someone who is patient, detail-oriented, confident in troubleshooting issues, and committed to delivering a superior customer experience.

Responsibilities

• Process customer orders, changes, and returns according to established department policies and procedures.
• Provide timely and accurate information to customers regarding order status updates and product knowledge.
• Display a thorough understanding of the products we sell to accurately respond to requests for quotes and product information via phone and email.
• Handle customer issues, provide appropriate solutions and alternatives within order/ship/delivery time limits, and follow up to ensure resolution.
• Partner with the sales team and other internal teams to meet and exceed customer service expectations.
• Develop customer relationships, inform customers of current sales and marketing programs, and effectively close sales opportunities.
• Other duties as assigned.

Requirements

• 2+ years of experience in Customer Service.
• Knowledge of cutting tools.
• Excellent communication skills (verbal, written, and interpersonal).
• Proficient use of Windows computer and Microsoft Outlook, Excel, and Teams.
• Strong problem-solving and deductive reasoning skills.
• Customer-centric attitude and a desire to grow with a customer-focused company.
• Ability to establish rapport and build demand over the phone.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to work with cross-functional teams to achieve company goals.
• Must reside within driving distance of our Plano, TX facility.
• Must be authorized to work in the United States.

Benefits

• First Shift and No Weekends.
• Paid Holidays, Paid Vacation, and Attendance Awards.
• Competitive Pay.
• Growth opportunity locally and nationally (promote from within).
• Tuition Reimbursement.
• 401(k) with Company Match.
• PPO Medical, Vision, and Company Paid Dental available after first of the month following hire.
• Company Paid Short Term Disability, Long Term Disability, Life Insurance, and EAP.
• Voluntary Employee/Spouse/Child Life Insurance; Accident, Hospital Indemnity, Critical Illness Insurance.