Customer Service

Job Title: Customer Service

Reports To: Customer Service Manager

Position Overview:
 We are seeking a detail-oriented and proactive Customer Service Representative to support our sales operations and deliver exceptional service to our customers. This role plays a critical part in managing customer interactions, processing orders, and supporting both inside and outside sales teams to drive business growth.

Key Responsibilities:

• Manage customer interactions and process sales orders, quotes, and bids via phone, email, and other communication channels. 
• Support inside and outside sales teams by preparing quotes and coordinating customer follow-ups. 
• Identify and qualify sales opportunities, routing them to appropriate sales executives for further development and closure. 
• Address pricing inquiries, negotiate effectively with customers, and maintain accurate pricing records within NetSuite. 
• Ensure timely follow-up on bids and outstanding opportunities to maximize conversion rates. 
• Resolve customer order issues efficiently, ensuring a high level of customer satisfaction. 
• Monitor and manage backorders daily, ensuring timely resolution and communication. 
• Collaborate closely with warehouse and operations teams to ensure accurate and timely order fulfillment. 
• Proactively engage new, existing, and low-activity customers to drive sales growth. 
• Stay informed on industry trends and competitor pricing to maintain market competitiveness. 
• Communicate product availability and provide accurate company and product information to customers. 
• Coordinate with Purchasing and Product teams on special or non-standard orders. 
• Perform additional duties as assigned to support business needs. 

Qualifications:

• Experience with NetSuite is required. 
• Strong customer service, sales support, and price negotiation experience. 
• Industry experience in plumbing or industrial products is highly preferred. 
• Excellent communication, organizational, and problem-solving skills. 
• Ability to manage multiple priorities in a fast-paced environment. 

Job Details:

• Full-time position 
• Monday through Friday schedule