Customer Service Representative

Reports to: CSR Supervisor, Operations Manager or Service Center Manager. Customers served: External – customers, vendors, manufacturers’ representatives, and other suppliers; Internal – warehouse and counter sales associates, Account Managers, Operations Manager and Service Center Manager. Direct reports: none. FLSA status: Non‑exempt hourly.

About the role

The Customer Service Representative (CSR) is primarily responsible for assisting Summit's customers over the phone, internet, email or in person and works closely with the Service Center sales staff to ensure a high level of customer service.

Responsibilities

• Thoroughly understand all product capabilities, features, and benefits as well as Summit’s market conditions, product warranties and services
• Develop new and existing customer relationships by providing Summit solutions and products to meet the customers’ needs
• Assist customers over the phone or via internet with orders, quotations, and product questions
• Negotiate profitable pricing with both customers and suppliers
• Proactively follow up on customer orders, challenges, and needs
• Resolve customer concerns and issues as efficiently and effectively as possible
• Assist counter and warehouse associates as needed

Qualifications

• Essential: Excellent interpersonal and communication skills, both oral and written
• Essential: Time management – ability to organize and manage multiple priorities and meet deadlines
• Essential: Flexibility – ability to effectively adapt to change
• Essential: High school diploma or GED
• Beneficial: Ability to perform duties with minimal supervision
• Beneficial: Completion of Bronze, Silver, or Gold of the National Association of Electrical Distributors’ Education Program (EPEC)
• Beneficial: 3 or more years of counter sales experience or inside sales experience with an electrical distributor or thorough knowledge of electrical tools, supplies and equipment
• Physical: Consistent sitting for hours at a time
• Physical: Consistent use of keyboard and mouse
• Physical: Must be able to lift 5 pounds on a regular and consistent basis
• Physical: Ability to climb stairs on occasion
• Physical: Majority of job is located inside office during regular office hours of operation

Benefits

• Healthcare plans
• Dental & vision
• Paid time off
• Paid parental leave
• 401(k) retirement savings with company match
• Professional and personal development programs
• Opportunity to become a shareholder
• Employer-paid short- and long-term disability
• Employer-paid life insurance for spouse and dependents
• Robust wellness program
• Gym reimbursement
• Employee Referral Program
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Earned wage access
• Military-friendly company
• Employee resource groups (ERGs)