Customer Service Representative

Position Summary

The primary function of a customer service representative is to provide exceptional customer service to all customers and employees. The ideal candidate should thrive in a fast-paced, hands-on environment. Training on product knowledge of Professional Finishing Tools for the construction industry will be provided.

Basic Qualifications

• Ensure over the phone, face-to-face and or written communications with customers representing the company’s culture, values and practices.
• Greet customers warmly and determine problems, orders, or other reasons for calling.
• Absorb when to pass on a customer's questions to appropriate staff for additional information.
• Absorb product knowledge to assist customers with purchases.
• Maintain strong organizational skills and the ability to multitask in a fast-paced environment.
• Demonstrate initiative, accountability, and problem-solving skills.
• Prioritize tasks effectively to meet daily operational and revenue deadlines.
• Fluency in English and Spanish required.

Duties & Responsibilities

• Ensure all communications with customers and team members reflect the company’s culture, values, and standards by following established procedures, guidelines, and policies.
• Build sustainable relationships and trust with customer accounts through professional and proactive communication.
• Maintain professional relationships with customers, store managers, and internal team members.
• Promptly respond to incoming calls and emails.
• Make outbound calls to customers regarding orders, issue resolution, and repairs.
• Provide product information, pricing quotes, order updates, and general support.
• Research to effectively assist and educate customers.
• Accurately enter and maintain customer orders to ensure timely shipment.
• Review and monitor open orders daily to prevent delays.
• Verify pricing accuracy and ensure all order details match customer documentation.
• Maintain clean, accurate, and organized order records.
• Utilize internal systems and reporting tools to support order accuracy and business growth.
• Resolve issues, complaints, and inquiries from international clients via multiple channels.
• Track overseas shipments and resolve shipping/customs issues.
• Process international orders, manage invoices, and build long-term client relationships.
• Adapt communication styles to navigate language barriers and cultural differences.
• Partner with internal departments (logistics, sales, quality control) to ensure product availability and service delivery.
• Create invoices, Create RMA’s/close RMA’s, Issue credits and apply to accounts when necessary.
• Process customer payments accurately and in accordance with company procedures.
• Aid with pro service- repairs, quotes, calls, close tickets, collect payments, post invoices daily, submit invoices through portals, create transactions such as inventory adjustments, create refurb tools, parts Systems & Technical Proficiency
• Demonstrate Ability To Quickly Learn And Navigate New Systems As Needed. Work Across Multiple Company Systems, Including But Not Limited To Sage 500SPS CommerceNetSuiteTeamsOutlookFedEx Shipping SystemSTAMPSBroussardSRMTT PortalCyberSourceZendeskCorcentric Core Competencies
• Strive to do the right thing by displaying trust and integrity.
• Embody the principles of servant leadership, even in a non-people management role, by putting the needs of others first, valuing diverse perspectives by sincerely appreciating and considering others’ opinions and ideas and demonstrating a positive and humble attitude.
• Demonstrate ability to work independently and on a team; while also collaborating with others to get the job done.
• Establish and maintain effective working relationships at every level of the organization; invest in building relationships with the Field Operations and Field Support Center team members.
• Help champion an inclusive working environment; empower others to bring their full selves to the workplace; celebrate, welcome, and value the different backgrounds and experiences that make up our workforce; recognize that all team members are valued, regardless of race, background, tenure, or title.
• Ability to self-manage, show initiative, be proactive, and drive results.
• Communicate professionally, both verbally and in writing to coworkers and customers.

Physical Requirements

• Must be able to remain in a stationary position in an office environment 80% of the time.
• Will frequently move around inside the office to access files, office machinery, etc. and to/from warehouse.
• Must be able to operate basic office machinery.
• Must be able to communicate with team and management and be able to exchange accurate information in these situations.

Required Cognitive Skills

• Must be able to problem solve and prioritize tasks.
• Must be able to manage stress depending on deadlines and ongoing projects.
• Must be able to multitask.
• Must be able to receive and analyze information.
• Must be able to quickly communicate solutions if problems occur.
• Must be able to demonstrate a high degree of sound judgement and initiative.

Benefits & Perks

• Medical, Dental, Vision, Disability & Life Insurance
• Wellness Benefits
• 401(k) Retirement Plan
• Employee Stock Purchase Program
• Paid Holidays & Vacation Days
• Professional Growth Opportunities
• Development & Training Programs

Job Location

Ames Tool Corporation - Suwanee
1327 Northbrook Parkway Suite 400
Suwanee, GA 30024

EQUAL OPPORTUNITY EMPLOYER

SRS Distribution Inc., including all its subsidiaries, provides job opportunities to qualified individuals without regard to actual or perceived race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, uniform service, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws.