Customer Service Rep

Rsgroup; Fort Worth (TX); Hybrid; USD 32,000 - 42,000; Full time

Job summary

RS Group is seeking a Customer Service Representative in Fort Worth, TX to deliver exceptional service, facilitate orders, and resolve issues, supporting sales and ensuring a smooth customer experience.

The role emphasizes digital advocacy, online product navigation, providing quotes from system data, and coordinating with cross-functional teams to address issues and identify growth opportunities.

Qualifications

• High school diploma or GED with 1–2 years related experience.
• Excellent customer service skills and passion for helping customers.
• Experience working cross-functionally with colleagues to get things done.
• High attention to detail.
• Highly organized and able to multitask and prioritize workloads.
• College diploma in related field.
• Industry experience in manufacturing, distribution, automation.

Responsibilities

• As a customer experience role model: champion service excellence and make work easy for customers.
• Ensure orders are captured in line with our promise and uphold quality.
• Resolve customer issues by cross-functionally addressing root causes and coordinating with other departments.

Skills

Customer service

Cross-functional collaboration

Attention to detail

Multi-tasking

Organizational skills

Education

High school diploma

College diploma

Job description

Customer Service Rep

Location: Fort Worth, TX, US, 76118

Function: Customer Services

Work Location: Hybrid

About RS Group

RS is a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.

We operate in 33 markets, stock over 875,000 industrial and specialist products and list an additional five million relevant for our industrial customers, sourced from over 2,500 suppliers. This extensive range supports our customers across the industrial lifecycle of designing, building and maintaining equipment and operations. We enhance their experience through a tailored service model, leveraging our efficient physical, digital and process infrastructure sustainably. We combine a technically led and digitally enabled approach with an exceptional team of experts; ultimately, it’s our people that make the difference.

Our purpose, making amazing happen for a better world, reflects our focus on delivering results for people, planet and profit.

Global Shared Business Services supports customers in and outside of the business through centralization of support functions, process improvement, and service delivery. We work together, as a team, to ensure that business functions smoothly and customers are satisfied.

About the role

Role Purpose

The Customer Service Representative's core responsibility is to provide exceptional service for customers through facilitating orders and resolving issues, in a manner that continues the strong customer experience focus at RS. The focus of the team is to add value, remove complexity in the process and ultimately free up time, enabling our Sales teams to develop and grow accounts. a sentence or two as a high-level summary of the overall role purpose.

Responsibilities

As a customer experience role model:

• Championing a service excellence belief, striving to make work easy for our customers. Both internally and externally.
• Ensuring orders are captured in line with our promise and to the highest quality standards
• Resolving customer issues: both in the moment and working cross-functionally to close the loop and fix issues at root cause: through direct work or coordinating activity with other departments – regarding product issues, shipping problems, payment issues, and more

As a Digital advocate:

• Becoming experts in navigating our websites, understanding and promoting our value add services
• Providing help and support to customers in their online journeys: providing assistance in finding products, understanding functionality and educating on the benefits of our digital services

Acting Commercially:

• Providing quote information to customers based on system data (not independent judgment).
• Pre-qualify customers and identifying leads for further growth potential
• Providing backup support for customer calls from Sales offices
• Ensuring customers accounts are handled with strong governance for appropriate support

How I make a difference in this role

Apply customer service experience, operate with passion and focus on best serving customers through delivering timely, helpful support and assisting in process execution and improvement.

Org Structure

Customer Service Manager

Customer Service Supervisor

Customer Service Representative

Candidate Requirements

• High school diploma or general education degree (GED) and one-two years related experience and/or training, or equivalent combination of education and experience.
• Excellent Customer Service skills – able to demonstrate an inbuilt passion for helping customers
• Experience of working cross-functionally and collaborating effectively with colleagues to get things done
• High attention to detail
• Highly organized and able to multi-task and prioritize own workloads
• Preferred college education or equivalent combination of education and experience.
• College diploma in related field
• Industry experience in manufacturing, distribution, automation

RS Americas is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of non-discrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.