Customer Service Rep 1

Tri County Metals•Tallahassee, FL

1d•Onsite

About The Position

The Customer Service Representative 1 serves customers in person, by email, text, and phone at branch locations. The role supports customer acquisition, retention, and revenue growth by providing friendly, knowledgeable, helpful, and detail-oriented service. It combines customer service and transaction processing with branch and warehouse responsibilities, including inventory tracking, loading customers, and operating a forklift while assisting internal and external customers. The team member is expected to follow Tri County Metals’ vision, mission, core values, Standard Operating Procedures, and Team Member Handbook; participate in required training and regular development discussions; and contribute to employee engagement and operational improvement. The role also emphasizes customer-service and branch performance metrics, workplace safety, equipment care, and maintaining a clean and organized work area. The position is office-based with prolonged periods of sitting and computer work, plus some daily work outside or in a warehouse environment and periods of standing. The stated expectation is 40 working hours.

Requirements

High school diploma or equivalent.
Customer-service orientation and ability to find solutions to customer needs.
Understanding of business fundamentals.
Detail-oriented, organized, able to multitask, follow processes, manage time, meet deadlines, and produce accurate, consistent work.
Technical knowledge of roofing and company products.
Ability to communicate efficiently by email and strong phone, text, and email skills.
Effective listening, communication, and negotiation skills.
Ability to use Microsoft Excel, Word, and PowerPoint.
Experience using Zoom, scheduling calls, presenting, and screen sharing.
Ability to organize workflow and generate reports upon request.
Ability to use NetSuite for process flow, reporting, and researching customers and contractors.
Problem-solving and critical-thinking ability, including handling multiple issues at a time.
Professional demeanor and good knowledge of computer software and hardware.
Ability to lift 40 pounds unassisted.
Ability to work 40 hours, with prolonged sitting and computer work as well as some daily work outside or in a warehouse and periods of standing.
Ability to meet the stated CSR 1 metrics within the first nine months: score above 80% on the CSR 1 Exam, exceed 70% on 6E’s, achieve OAR above 85%, and achieve OTC above 93%.

Nice To Haves

Inside sales or customer service experience is preferred.

Responsibilities

Serve customers in person, by email, text, and phone at branch locations.
Use the company’s 6E’s during customer encounters and follow its vision, mission, core values, Standard Operating Procedures, and Team Member Handbook.
Complete required monthly training and participate in monthly one-on-ones, quarterly touch-bases, and annual assessments to develop and execute a growth plan.
Review branch performance using EDGE Success and sales invoice breakdown Order Accuracy Rate (OAR), and learn to assist with the Accounts Receivables Aging Report.
Learn and communicate standard lead times, stocked colors, panel limitations, return policy, panel and trim specifications, specialty trim policies, and capabilities.
Follow the On-Time Complete process and applicable branch efficiency standards.
Determine customer requirements and expectations and recommend appropriate products and solutions.
Accurately process estimates, sales orders, invoices, payments, credits, cases, and RMAs.
Resolve customer issues by offering solutions or alternatives, following up to ensure resolution, and documenting interactions.
Maintain a clean and organized work area and contribute to a positive customer experience.
Assist with warehouse duties, inventory tracking, loading customers, and forklift operation while serving internal and external customers.
Follow warehouse safety procedures, equipment manuals, required safety measures, and PPE requirements.
Clean and maintain assigned equipment and workstation daily; keep work areas unobstructed and report equipment issues to the Team Lead.
Complete pre-operation inspections, report issues to the Team Lead and Maintenance, and submit timely near-miss and incident reports.
Complete assigned safety training and participate in toolbox conversations, safety observations, Bright Idea submissions, and safety committee activities.
Promptly report accidents and injuries, follow safety and emergency procedures, and document relevant details for the Team Lead.
Meet the stated CSR 1 performance metrics within the first nine months, including the exam, 6E’s, OAR, and OTC targets.
When applicable, perform branch warehouse duties, including maintaining inventory accuracy, avoiding aged job packs and expired inventory, replenishing drop-ship items, maintaining housekeeping, and completing weekly safety walks.
Perform other duties and follow other instructions requested by the team leader.