Customer Service Representative

Position SummaryThe Customer Service Representative plays a critical role in delivering our best-in-class customer experience from point of sale through order completion and beyond. This role is responsible for processing orders in internal and vendor systems, ensuring accuracy and timeliness, and managing post-sale customer communication. In an industry where many companies sell the same manufacturers, we stand out through the service we provide. We are a tight-knit team that moves quickly and works in sync, and our customer service team brings energy to the office while consistently delivering for our customers. An ideal candidate has a positive, energetic attitude, handles challenging situations with empathy and directness, and takes pride in turning problems into experiences that keep customers coming back.This role owns the post-sale customer relationship, supporting customers through every step of manufacturing, shipping, delivery, and installation. As the primary point of contact post-sale, this individual coordinates with our internal teams and vendors to stay ahead of customer needs, solve problems quickly, and address issues with a solutions-focused mindset while prioritizing the customer experience.Key ResponsibilitiesCustomer Experience & CommunicationServe as the primary contact for inbound customer inquiries via phone and emailProvide timely, professional, and solution-oriented responsesProactively communicate order updates, delays, and issue resolutionMaintain detailed and accurate communication logs in CRM systemsOrder Management & ExecutionProcess customer orders accurately through internal CRM (Odoo) and vendor systemsSubmit and manage purchase orders with manufacturersTrack orders from placement through delivery, including freight coordinationVerify order details including product specs, quantities, pricing, and lead timesIssue Resolution & Problem SolvingIdentify and resolve customer issues quickly with a strong sense of ownershipCoordinate with vendors on damages, shortages, and discrepanciesManage and submit freight claims as neededEscalate issues appropriately while maintaining customer confidenceProduct & Technical SupportProvide product guidance and basic technical support, including installation knowledgeConduct product research to support customer needs and internal teamsInterpret basic drawings and specifications when applicableOperational ExcellenceMaintain clean, organized, and accurate data across CRM and order systemsSupport continuous improvement in processes, communication, and order flowMeet or exceed internal KPIs related to accuracy, response time, and customer satisfactionAssist with additional duties as assigned to support team and company objectivesRequired Skills & AbilitiesStrong communication skills, both written and verbalHigh attention to detail with a commitment to accuracyProven ability to prioritize, multitask, and manage time effectively in a fast-paced environmentProblem-solving mindset with the ability to think critically and take ownershipProficiency in Microsoft Office (Outlook, Excel, Word)Experience working within a CRM system (Odoo preferred)Ability to learn and retain technical product knowledgeBasic math skills and ability to verify measurements and order detailsReliable attendance and strong work ethicPreferred QualificationsExperience in customer service within manufacturing, construction, or building materials industriesFamiliarity with order processing, purchasing, or vendor coordinationAbility to read and interpret architectural drawingsEducation & ExperienceHigh school diploma or equivalent required1–3 years of customer service, order processing, or administrative experience preferredPhysical RequirementsAbility to sit for extended periodsAbility to work on a computer and phone simultaneously (headset use required)Compensation$19.00 – $27.00 per hour, based on experience