Customer Service Representative - Austell, GA

Description

Mission of the Role (What you will be doing)

The Customer Service Representative provides a consistent, high-quality customer experience and models exceptional service in all they do to create lasting partnerships by putting customers first. The CSR is the relationship and communication link between the customer, sales, and operations and proactively serves as a critical point of contact for order management, service and support, problem-solving, and relevant project information for their internal and external customers.

The CSR is a highly valued team member that works with the sales team and acts as an advocate of SupplyOne values, services, and capabilities to provide complete solutions and the full breadth of core product categories to meet and exceed sales growth targets.

Key Duties & Accountabilities (Primary Responsibilities & Quantifiable Measurements)

Process and confirm orders and/or communicate what needs to be ordered the day they are received

Generate standard quotes within 24-48 hours of receipt

Answer phones by the 3rd ring and all emails by the end of each day

Build, maintain, and keep price lists current to protect and maintain GP margins

Build accurate specs and inventory items within 24-48 hours

Resolve customer problems and elevate issues immediately to an acceptable, timely, and appropriate resolution

Monitor customer min/max, open orders, back orders, and inventory levels, alerting customers immediately to changes to deliver on time, in full, and in spec (DIFOTIS)

Must frequently use independent discretion, judgment, and decision-making skills to achieve quality and performance standards

Serve as liaison with sales, purchasing, design, manufacturing, and shipping

Essential Functions (Essential/Secondary Functions That Support the Primary Responsibilities)

Prepare proposals and miscellaneous correspondence

Maintain thorough customer records

Monitor and resolve slow payment issues

Assist with slow-moving inventory

Expedite material based on customer needs

Qualifications

Educational/Training Requirements/Experience (What Your Background Should Look Like)

High School Diploma or GED

Experience in a customer service role preferred

Minimum Skills, Knowledge & Ability Requirements

• Strong organizational skills with the ability to prioritize tasks
• Demonstrated initiative in personal and professional development
• Basic arithmetic skills, including gross profit calculations
• Attention to detail and accuracy
• Proficiency in Microsoft Office, including Excel, Word, PowerPoint, and Outlook
• Ability to communicate effectively in writing, verbally over the phone, and in person at our site, customer sites, and third-party locations
• Maintain regular and punctual attendance

Preferred Qualifications

Continuous improvement and process improvement initiatives

Data analysis, reporting, and leveraging metrics to support decision-making

Leading or participating in cross-functional projects and process enhancement efforts

Experience working within ERP, CRM, or other business systems to improve customer service and operational outcomes

Developing and documenting standard operating procedures (SOPs) and best practices

Supporting inventory optimization, order management improvements, and customer service process enhancements

Strong problem-solving skills with the ability to identify root causes and implement sustainable solutions

Experience working in a manufacturing, distribution, packaging, or supply chain environment

The final base pay offered to the successful candidate will be determined by factors such as work location, job-related skills, qualifications, experience, responsibilities, and relevant education and training. In addition to our compensation, we offer a comprehensive benefits package including the following:

Bonus based on company performance

Medical, dental, and vision insurance

401(k) retirement savings plan with company match

Paid time off (including vacation, company holidays, and parental leave)

Employee Assistance Program (EAP)

Other benefits such as life insurance, disability coverage, and wellness programs