Customer Service Rep II

Viking Group, Inc.; Irving (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

Viking Group, Inc. in Irving, TX is seeking a skilled account manager to provide full customer account management for products and services, including pricing, availability, and shipping information.

You will be the primary contact for customers, responding promptly by phone or email and collaborating with internal departments to meet customer requirements and resolve issues. Focused on fostering long‑term relationships, the role involves coordinating with sales, fabrication, and inventory teams

Qualifications

• Experience in customer account management within industrial distribution.
• Strong communication skills, both phone and email.
• Ability to coordinate with sales, fabrication, credit, inventory, and warehouse.
• Proactive problem solving and issue resolution capabilities.

Responsibilities

• Processes requests for customer orders, quotations, follow-ups, and returns/credits per policy.
• Serves as main contact for inquiries via phone, email, or other channels.
• Coordinates with internal departments to ensure accurate and timely order execution.
• Investigates order entry, pricing, shipping, and billing discrepancies and coordinates corrective actions.
• Uses enterprise systems to obtain product, pricing, availability, and application information.
• Maintains accurate documentation of customer interactions and order activity.
• Follows SOPs and company policies while representing the company professionally.

Skills

Customer service

Account management

Sales support

CRM systems

Tools

CRM systems

Job description

Primary Function

Provide full customer account management regarding products and services, including pricing, availability, and shipping information. Serves as a primary point of contact for customers and responds thoroughly and timely to inquiries via phone, email, or direct interaction. Performs duties within an industrial distribution environment and works closely with internal departments to support customer requirements, resolve issues, and maintain strong customer service relationships. The scope and complexity of work performed may vary based on experience, demonstrated capability, and assigned responsibilities.

Primary Function

Provide full customer account management regarding products and services, including pricing, availability, and shipping information. Serves as a primary point of contact for customers and responds thoroughly and timely to inquiries via phone, email, or direct interaction. Performs duties within an industrial distribution environment and works closely with internal departments to support customer requirements, resolve issues, and maintain strong customer service relationships. The scope and complexity of work performed may vary based on experience, demonstrated capability, and assigned responsibilities.

Major Duties And Responsibilities

• Processes requests for customer orders, quotations, follow-up on quotations, and customer returns or credits in accordance with company policies, procedures, and service standards.
• Serves as a primary point of contact for customer inquiries and requests, ensuring timely, accurate, and professional responses via phone, email, or other approved communication channels.
• Works closely with sales, fabrication, credit, inventory control, warehouse personnel, and other internal departments to coordinate customer requirements and ensure accurate and timely order execution.
• Investigates order entry, pricing, shipping, and billing discrepancies; determines appropriate corrective action; and coordinates solutions with applicable departments, following issues through to resolution.
• Utilizes enterprise systems, online learning tools, and available technical resources to obtain product, pricing, availability, and application information necessary to support customer needs.
• Ensures access to and appropriate use of current company literature, technical documentation, and reference materials.
• Represents the company in a professional manner and communicates verbally and in writing to meet customer expectations, timelines, and service commitments.
• Identifies opportunities to increase sales through promotions, add-on items, and proactive customer support, consistent with established pricing and sales guidelines.
• Maintains accurate and timely documentation of customer interactions, order activity, and issue resolution within applicable systems.
• Follows up with customers to provide status updates, manage expectations, and ensure satisfactory resolution of requests or issues.
• Cultivates and maintains effective working relationships with customers, suppliers, and internal partners to support long-term service and account stability.
• Completes required training curriculum and maintains proficiency in systems, processes, and product knowledge applicable to assigned responsibilities.
• Follows all company policies and incorporates Standard Operating Procedures (SOPs) into daily work.
• Performs other duties as assigned.