Customer Service Representative

We have an opportunity available for a Customer Service Representative to work within our Customer Service Team. The Customer Service Representative will be responsible for managing customer experience activities within a multi-channel contact center environment while achieving defined standards of excellence.

• Answer inbound calls from various toll-free lines, striving for First Contact Resolution (FCR) when possible.
• Be a subject matter expert in equipment to assist in quoting or selling the large equipment category for all brands.
• Enter orders and quotes into the appropriate order entry system (.Net system specific to Company code).
• Create new account setups, including multiple site-level accounts associated with primary customer accounts.
• Cross-reference customer lists of items for appropriate SKU to position sales reps to win business.
• Engage curiously with customers, listening for lead opportunities and documenting leads into the appropriate system.
• Follow up and resolve issues causing sales orders to be on hold (open order report; sales & web holds).
• Vendor engagement for order status, product availability, product specs, etc.
• Respond accurately, timely, and professionally to customer chats and emails from various websites and sitelines.
• Communicate with customers, vendors, and carriers regarding marketplace orders, ensuring compliance with marketplace seller requirements (Amazon, Ebay, Walmart, Partstown).

• Ability to work in a hybrid environment, equipment provided
• Eligible immediately for 7.5 days of paid time off, eight paid holidays and one floating holiday
• Paid volunteer hours
• Opportunity for growth within this role
• Competitive compensation commensurate with experience
• Employee bonus plan
• Comprehensive benefit package
• Paid Parental Leave
• 401(k) with company match

• 3+ years in a multi-channel contact center or customer service environment, preferably B2B, with hands‑on experience using telephony systems and ERP platforms.
• College degree preferred.
• Proficient in PC applications, including Word, Outlook, and Excel; comfortable navigating ERP systems and phone-based customer service tools.
• Resolve service opportunities by assessing situations and implementing effective solutions.
• Consistently meet or exceed departmental and CSR key performance indicators (KPIs).

Mid‑Senior level

Full‑time

Other

Wholesale