The Customer Service Representative serves as the primary communication hub within the branch. They coordinate information and activities between customers, outside sales representatives, suppliers, purchasing, production, management, and other branch locations. This position is responsible for responding to customer inquiries, preparing quotations, processing sales orders and purchase orders, sourcing products, and ensuring customers receive accurate information and timely support. The CSR plays a critical role in delivering exceptional customer service by balancing urgency, accuracy, organization, and effective communication in a fast-paced industrial distribution environment.
Role and Responsibilities
- Previous customer service, inside sales, industrial distribution, manufacturing, purchasing, operations, or administrative experience preferred.
- Experience working with ERP systems, order entry systems, or business software is preferred but not required.
- Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
- Experience working in a fast-paced environment with multiple priorities and deadlines.
- Industrial hose, gasket, sealing products, fluid handling products, or industrial supply experience is beneficial but not required.
- Equivalent combinations of education, training, and experience will be considered.
- Serve as a primary point of contact for customers, suppliers, and outside sales representatives via phone and email.
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Prepare accurate quotations for industrial products, fabricated gaskets, hose assemblies, fittings, and related products.
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Determine fabrication costs and pricing for custom-manufactured products.
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Source products and obtain pricing, lead times, and technical information from suppliers.
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Enter and maintain sales orders, quotations, purchase orders, and customer information within the ERP system.
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Coordinate with production personnel to ensure customer requirements and delivery expectations are communicated clearly.
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Provide timely updates regarding pricing, availability, order status, and delivery schedules.
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Prioritize multiple customer requests while maintaining a high level of accuracy and responsiveness.
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Maintain organized records of customer communications, quotations, orders, and supplier correspondence.
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Demonstrate professionalism, urgency, and a customer-focused approach in all interactions.
- Work effectively as part of a team to support branch goals and customer satisfaction.