Customer Service Representative - Public Safety

MALLORY SAFETY AND SUPPLY LLC•Portland, OR

1d•$20 - $22•Onsite

About The Position

Mallory's Public Safety team supplies police departments, sheriff's offices, fire departments, USAR and HazMat teams, public works, hospitals and universities. Most of that business moves through the OMNIA Partners cooperative contract, which lets agencies buy from Mallory without running their own bid process. Agencies often work against grant deadlines, so a quote that goes out in an hour instead of two days can decide whether they spend the money with us. The product line is broad (duty gear, ballistic protection, SCBA and respiratory, turnout gear, rescue and confined space, gas detection, traffic safety, emergency response equipment) and a large share of orders are non-stock items that need to be sourced from manufacturers. Our service and repair, training and custom fire apparatus fabrication work run alongside it. As a Public Safety CSR, you are the person who turns a customer's request into a correct quote and a correct order. You work directly with our Government and Public Safety Account Managers and with agency customers, and you help keep fast response time and accurate paperwork at the center of how this team operates. Because most of what the team sells is non-stock and contract-driven, this is a role where you learn the product line and the OMNIA contract well and become the person account managers rely on. CSRs who build OMNIA expertise are the ones we need more of: the contract is a growth priority for the company, and the team that supports it needs to grow with it.

Requirements

1+ year of customer service, order entry or inside sales support experience, preferably in distribution
Strong attention to detail with numbers, part numbers, pricing and customer information
Clear written and verbal communication, and a sense of urgency on customer requests
Ability to manage a high volume of open quotes and orders without letting any fall through
Comfort learning new systems quickly, including ERP and CRM software
Ability to work independently and as part of a team
Proficiency with Microsoft Office

Nice To Haves

Experience with P21 or another distribution ERP
Experience supporting government, public safety or public sector customers
Experience with cooperative purchasing contracts (OMNIA Partners, Sourcewell, state contracts) or government purchase orders and RFQs
Background in safety, PPE, fire, law enforcement or emergency response products
Experience sourcing non-stock items from manufacturers
Experience with Dynamics CRM

Responsibilities

Build and send accurate quotes quickly, including pricing from manufacturers on non-stock items, and follow up on open quotes
Enter and process orders in P21, including OMNIA contract orders, with the correct contract number, pricing and ship-to information
Confirm that each agency is registered in P21 for OMNIA pricing before the order is entered, and handle registration when it is needed
Apply contract pricing rules correctly, including freight, state contract fees where they apply, and when to bring in a manager or account manager for pricing questions
Track orders from purchase order to delivery: confirm with vendors, communicate ship dates, and resolve backorders and delays before the customer has to ask
Handle returns, RMAs, sample requests and warranty or service issues with vendors and the Mallory service team
Answer customer questions by phone, email and Teams, and route technical or product-selection questions to the right account manager or product specialist
Document customer interactions, cases and quote revisions in Dynamics CRM
Flag sales opportunities you see in the order flow (an agency that keeps buying single items on the contract, a new department placing a first order) and pass them to the account manager
Support a high volume of line items across multiple account managers while keeping accuracy high
Work with Mallory's purchasing, accounts receivable, shipping and service teams to keep orders moving

Benefits

Medical, Dental, and Vision Insurance
401(k) with an employer match program
Employer-paid Long Term Disability
Voluntary Term Life, Accident, and Disability Insurance
Employee Assistance Program with added benefits such as financial wellness and planning
Paid time off
7 paid holidays throughout the year
Yearly appraisal and bi-annual reviews
Certifications and continued job development opportunities
Opportunities for promotion and growth
A positive company culture