Customer Service Representative

Customer Service RepresentativeThe Customer Service Representative will be responsible for answering phone calls, replying to emails, to answer questions, solve problems, quote, enter orders, sourcing, leveraging pricing with vendors and promoting our organization's products and services. They will also research and resolve complaints to ensure customer retention and satisfaction. Working collaboratively with their colleagues has a focus on building strong customer relationships and their profitability to drive both the customer's and the company's success. This role supports the Pacific Time Zone and works an 8am to 5pm PST schedule.DUTIES AND RESPONSIBILITIES:Handles customer and sales interactions via phone, email and tickets within the Customer Care BoxLog into phone system (Office @ Hand) and use appropriate codes for activitiesProcess requests for quotations, order entry and product questions from customers; as needed provides on-demand expeditingEnsure accurate order entry and timely feedback to customer inquiriesDrives profit margin and the customer successBrings in internal and external partners and leverages their expertise; as well as the tools and resources neededActive and contributing member of the Customer Service Team Huddle and active participant in ongoing customer service trainingServe as a role model for peer group and new hiresMonitor and review performance to operational metrics, order processing and service level reportingSource equal or alternative products as neededEstablish vendor relationshipsHandle a fast pace, complex and demanding requests to meet customer deadlinesSuggest cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities; reporting pricing inaccuraciesResponsible for researching and resolving complaints, product inquiries or ordering to ensure customer retention and satisfactionOther duties as assignedReports to the Customer Service ManagerSKILLS AND EXPERIENCE REQUIRED:3+ years' customer service experience in Industrial Supplies or related field highly preferredIndustry knowledge desired but not requiredExcellent listening skills and the ability to empathize with customersThorough, organized and systematic in approach to workEffectively manage work hours and demonstrate strong organizational skillsStrong verbal and written communication skillsSkilled at establishing and maintaining effective working relationshipsAbility to manage self in a fast-paced business environmentModerate to advanced skills in technologyPossess a "roll up your sleeves" approach to daily tasksProven ability to use operating systems and other third-party software to service customer needs effectively; including Microsoft Office (Word, Outlook, Excel, Teams) and Prophet21 (ERP)Professional maturity, integrity and a positive attitudeStrong ability to work well under pressurePassionate, Adaptable, Customer Focused and Teamwork orientedStrong sense of urgency and accountabilityPHYSICAL/MENTAL REQUIREMENTS:Requires prolonged sitting, sometimes standing, bending and walkingModerate to heavy use of hands in grasping, repetitive hand movement and finger coordination in keeping records and using a keyboardSpeech and hearing to communicate effectively in group settings, one-on-one, and by telephoneHigh level of concentration, confidentiality and organizationAbility to multi-taskREMOTE/HYBRID WORK REQUIREMENTS : In order to work remotely the Employee Must:Reside in the United States or Canada.Have access to high-speed reliable internet (with a minimum of 50 mbps for download speed and 50 mbps for upload speed).Have a quiet, dedicated workspace free from distraction.EMPLOYMENT OPPORTUNITY INCLUDES:Competitive benefits, including: medical, dental, vision, life, STD & LTD insurance options, FSA, 401(k) and Profit SharingTarget compensation is $23 / hourCareer GrowthDGI Supply is an Equal Opportunity Employer. Candidates are subject to post-offer background checks and a drug screen.Work Location & Eligibility This position is remote; however, eligible candidates must reside within approximately one hour of a DoALL location in one of the following states: Illinois (IL), Wisconsin (WI), Texas (TX), Louisiana (LA), Ohio (OH), Pennsylvania (PA), South Carolina (SC), Iowa (IA), Arkansas (AR), or Utah (UT). This proximity requirement supports occasional in-person meetings, team collaboration, or site visits as needed.