Customer Service Representative (Entry Level)

About the Role

The major objective for this position is to provide essential elements of support for the Inside Sales Staff and Branch Management Team while learning the key areas of the business, positioning yourself for future growth within the organization. This is the first step to an amazing career in sales with the company.

Responsibilities

• Order entry and maintenance, reporting, backlog review, spreadsheet administration, and providing overall support of important branch administrative needs.
• Provide backup support for the sales team on customer needs and help grow sales with certain accounts.
• Manage multiple daily tactical priorities at a quick pace.
• Act as a focal point for great customer service, collaborating with the inside team to build solid relationships with people, customers, and suppliers.
• Fully engage with the entire branch team and deliver a high level of service to internal and external customers to ensure the branch's customers are continually delighted with the company experience.
• Within the first 30 days, meet with the Branch Management team to understand the company vision and key objectives for the branch; collaborate and document the role you will play in meeting or exceeding these objectives.
• Within the first 30 days, demonstrate the ability to prepare and maintain various spreadsheets needed within the branch, providing evidence of a good working knowledge of MS Excel.
• Within the first 90 days, learn the CRM system and resources — working knowledge of order entry and workflows and utilizing the resources to manage the business and issues that arise; complete all assigned system training modules.
• Within the first 90 days, decipher customers' backlog in conjunction with applicable product availability, communicating with Sales and Customers to ensure 95%+ on‑time delivery for the branch.
• Within the first 6 months, provide one process improvement idea related to your position.
• Develop solid working relationships with all internal key support personnel and maintain top levels of professionalism and diplomacy when dealing with internal support teams.
• Other duties as assigned.

Requirements

Education/Experience: An associate degree or 1‑2 years of progressively responsible experience in an office or related customer service environment, or an equivalent combination of education and experience.

• Must be a U.S. Person as defined by ITAR (U.S. Citizen, U.S. Permanent Resident (Green Card Holder), Political Asylee, or Refugee).
• Must be able to report to the assigned office location during scheduled in‑office workdays.
• Excellent interpersonal and communication skills.
• Advanced knowledge of Excel, Outlook, and Word.
• Proficient knowledge of customer service and standard office practices and procedures.
• Excellent phone etiquette.
• Strong organization and ability to multi‑task.

Physical Requirements

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co‑workers, and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Substantial movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard). The worker is required to have close visual acuity to perform activities such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

Working Conditions

Position