Customer Service Rep
About The Position
The Customer Service Rep serves as the information interface between customers and manufacturers, outside salespeople, and internal departments to provide service and deliver products that exceed customer expectations. The role reports to the Customer Service Manager and is part of the Customer Service Department. The position is located in Dallas or Houston. Success is measured through accurate and proactive customer communication, effective management of work queues, completing assignments, supporting sales and warehouse teams, and monthly continuing education. By building customer and sales representative trust, the representative guides customers through manufacturer processes and helps make the company easier to do business with, supporting sales and the company's standing in the industry.
Requirements
- An associate degree, equivalent technical degree, two or more years of industry experience, or some college is required.
- English language proficiency is required.
- Learning and research capabilities.
- Knowledge of CRM and ERP systems.
- Strong email skills and organizational capabilities.
- Exceptional phone communication skills and charisma.
- Ability to use and customize tools to stay organized and complete tasks on a deadline.
- Strong information and data management skills.
- Ability to remain calm under pressure.
- A high sense of urgency.
Nice To Haves
- Knowledge of the company's core industries: Plumbing, HVAC, Water Heaters, Pipe Valves and Fittings (PVF), Plumbing Fixtures, Plumbing Specialties, and HVAC Equipment.
- A bachelor's degree or equivalent core industry experience.
Responsibilities
- Communicate accurately and proactively with customers about order entry, products, pricing, availability, shipping, and delivery dates.
- Manage work queues to meet KPIs for answering phones and completing phone and email tickets.
- Complete assignments from customers, salespeople, and company leadership.
- Assist the sales team with pricing, quotes, paperwork, customer communications, and follow-up.
- Assist warehouse teams as needed to achieve service levels.
- Complete continuing education training each month to increase product and best-practice knowledge.
- Guide customers through manufacturer processes and build trust with customers and outside sales representatives.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
