Branch Customer Service Rep JWF Southeast

MADICO • Kennesaw, GA

2d • Onsite

About The Position

Provide customer service by answering phones, entering orders, and assisting customers in the distribution center. This role involves managing customer interactions, processing orders, handling inquiries, and supporting branch operations. The representative will also be involved in administrative tasks, reporting, and ensuring customer satisfaction through effective communication and issue resolution. Additionally, the role includes responsibilities related to quality and environmental management systems.

Requirements

• Ability to read, analyze and interpret regulations including work instructions, procedures, and policies.
• Ability to interpret instructions and use the computer for order placement and to work on the internet; basic math skills are needed to mix cleaning solutions and count materials.
• High School Diploma or General Education Diploma (GED) required.
• 2 years of related experience.
• Proficient in Microsoft Office Word, Excel, PowerPoint, and Access
• Ability to operate various software programs including CRM.
• Lifting to and including 25 pounds

Responsibilities

• Answer phones in a courteous and timely manner, assist customers by taking and processing orders using MAX.
• Assess customer needs and direct them to the applicable department, process order for walk-in customers.
• Invoice orders and notify dealers, work in conjunction with Warehouse Coordinator to process daily orders.
• Notify dealers of back orders, shipping delays, COD information, etc.
• Responsible for daily filing and submitting office supply orders.
• Act as support person for sales which includes preparing and distributing Dealer Information Packets (PDIs), as well as inputting new dealer information into MAX.
• In the absence of the Branch Manager the Customer Service Representative will perform cash receipts, data, entry, and deposits.
• Perform daily sales updates and reports and accounts receivable as per company guidelines.
• Stay abreast of product location in the warehouse and assist as needed by pulling orders, performing Cuts/Roll Downs and perform online shipping with UPS.
• Manage proactive customer communications, including issue resolution, order updates, and relationship-building outreach.
• Support account management and dealer relationships to enhance customer retention and identify growth opportunities.
• Administer customer returns, credits, warranties, and ensure transactional accuracy through open order management.
• Maintain accurate customer records, account details, and sales activity within CRM, ERP, and order management systems.
• Take ownership of customer concerns through resolution by coordinating effectively with internal teams.
• Communicate customer feedback, market trends, concerns, and growth opportunities to sales and management teams.
• Support branch operations through inventory inquiries, shipping documentation, and other operational needs as required.
• Demonstrate broad B2B customer service expertise while delivering a high level of responsiveness and professionalism.
• Process, organize, and reconcile daily payment transactions and support documentation for accounting review and financial recordkeeping.
• Prepare and distribute daily sales, transaction, operational, and customer service reports as required by management.
• Perform end-of-day order and payment reconciliation activities to verify all shipped orders have been properly invoiced, charged, and recorded.
• Review open order reports to verify shipment status, identify outstanding orders, and ensure shipped orders are invoiced promptly.
• Participate, or assist, in identifying how the work that you do affects the quality or impacts the environmental aspects of the products or services we provide to customer(s).
• Improve your work processes.
• Write procedures or work instructions that describe your work.
• Provide input and verify that documented procedures are adequate and accurate.
• Understand and use your work/job instructions.
• Understand our quality and environmental policies and how they apply to you.
• Keep records and data.
• Participate in internal audits.
• Participate in ongoing process improvement.
• Participate in external registration and surveillance audits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED