Customer Service Representative

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 serves as the primary relationship and communication link between customers, sales, and operations. This role proactively acts as a critical point of contact for order management, service, support, problem-solving, and relevant project information for both internal and external customers.

The CSR is a highly valued team member who works closely with the sales team and acts as an advocate of Supply One values, services, and capabilities. This role supports providing complete solutions across the full breadth of core product categories to meet and exceed sales growth targets.

• Process and confirm orders and/or communicate what needs to be ordered on the day orders are received
• Generate standard quotes within 24–48 hours of receipt
• Answer phones by the 3rd ring and respond to 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 levels, open orders, back orders, and inventory levels, alerting customers immediately to changes to ensure delivery in full, on time, and in spec (DIFOTIS)
• Frequently use independent discretion, judgment, and decision-making skills to achieve quality and performance standards
• Serve as a liaison with sales, purchasing, design, manufacturing, and shipping

• Prepare proposals and miscellaneous correspondence
• Facilitate new item setup including tap-offs, proof approval, and related tasks
• Maintain thorough customer records
• Monitor and resolve slow payment issues
• Assist with slow-moving inventory
• Expedite material based on customer needs

• Customer service begins inside
• We serve our colleagues with excellence so we can serve our customers with excellence.
• Get it right the first time
• We are reliable and thorough, practice active listening, and pay attention to detail to ensure the best results.
• Philosophy of velocity
• Our responsiveness and speed to market give us a competitive edge.
• Personalized service
• We go beyond what the customer expects, understand what they are going through, and anticipate their needs to make their interaction with us the best experience of their day.
• Act like an owner
• We are empowered to responsibly protect, cultivate, and grow our business.
• We can’t stop learning
• We know our stuff, embrace change, and relish feedback.

• High School diploma or GED
• Bilingual in English and Spanish
• Proficiency in Microsoft Office, including Excel, Word, PowerPoint, and Outlook
• Experience in a customer service role preferred
• Experience in an inside sales role

• Strong organizational skills with the ability to prioritize tasks
• Demonstrated initiative in personal professional development
• Basic arithmetic skills, including gross profit calculations
  
  Strong attention to detail and accuracy
• Ability to communicate effectively in writing, verbally over the phone, and in person
• Ability to maintain regular and punctual attendance

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 compensation, we offer a comprehensive benefits package that includes:

• 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 include life insurance, disability coverage, and wellness programs.

Seniority level:
Associate

Employment type:

Full‑time

Job function:
Customer Service, Accounting/Auditing, and Administrative

Industries:
Packaging and Containers Manufacturing and Transportation, Logistics, Supply Chain and Storage

Medical insurance

Vision insurance

401(k)