Customer Service Representative

Composites One LLC; Fort Worth (TX); On-site; USD 32,000 - 52,000; Full time

Job summary

Composites One LLC is seeking a Customer Service Representative to provide exceptional care to customers as the primary contact. You will respond to inquiries, ensure accurate order entries, resolve non-technical issues, and coordinate communication across teams for on-time delivery.

You will maintain customer accounts, monitor inventory, and support pricing in the ERP system while collaborating with Sales and Price Support Teams to meet customer expectations.

Qualifications

• 3+ years related experience in a non-retail customer service environment
• Familiar with standard concepts, practices and procedures related to customer service
• High school diploma, GED or equivalent
• Proficient in MS Office, including Word and Excel
• Ability to learn internal database and software systems

Responsibilities

• Facilitate the order fulfillment process to build positive relationships with customers and Team Members
• Ensure timely and accurate order entry to achieve on-time delivery
• Respond to inquiries via phone, email, chat, B2B and written correspondence
• Resolve billing and order issues
• Oversee new customer and new item setup following internal processes
• Monitor customer inventory and alert sales/procurement if stocking levels are adverse
• Understand customers' business needs and document support requirements
• Maintain accurate customer pricing in the ERP system and provide basic price quotes within margin guidelines
• Collect information to input pricing and usage data into the ERP system
• Communicate pricing and updates with Sales Reps and Sales Managers
• Use internal communications to coordinate across functions
• Understand basic product knowledge to support customers and engage sales reps/tech support
• Communicate effectively with customers and Team Members as liaison in order fulfillment
• Report special requests, order modifications, backorders, and delays promptly
• Collaborate with Team Members to deliver seamless service

Skills

MS Office

Customer service

Data entry

Bilingual (Spanish/English)

ERP systems

Education

High school diploma or GED

Associate's degree (business-related)

Tools

SharePoint

Outlook

Teams

Job description

Position Overview:
As a Customer Service Representative, you will provide excellent care for our customers by serving as their primary point of contact. You will respond to customer inquiries, ensure accurate order entries, provide non-technical problem resolution, anticipatecustomer needs and perform general organizational support. You will maintain customer accounts and coordinate communication on active and back-orders, which requires analysis of customer needs and a cross-functional partnership with the other Customer Service and/or Technical Teams to ensure we meet customer expectations.

Key Responsibilities:

Effectively facilitatethe order fulfillment process in a manner that promotes building and maintaining positive, effective relationships with customers and Team Members.

• Ensure timely and accurate order entry to achieve on-time delivery for stocked and non-stock items
• Respond to inquiries received through phone, email, chat, B2B and/or written correspondence from customers and Team Members
• Resolve billing and order issues
• Oversee new customer and new item set-up following internal processes
• Monitor customer inventory and alert the sales and procurement functions when adverse stocking levels occur
• Devote the time necessary to fully understand customers’ business; display a genuine interest in each customer’s specific business needs, including product stocking requirements/forecasts, document support, etc.

Maintain accurate customer pricing in the ERP system; confirm price supports and update records accordingly, provide basic price quotes while adhering to target margin guidelines, collaborating with Sales Reps and Sales Managers.

• Collect the necessary information from customers, buyers, and sales reps to provide the Price Support Team with the relevant data to input and maintain pricing and customer product usage information in the ERP System.
• Communicate with the Sales and Price Support Teams when necessary to confirm all pricing (including price support) and update all records accordingly.
• Utilize internal communication methods to effectively communicate across all functions.

Understand basic product knowledge to support customers and engage sales reps and technical support when appropriate.

Leadership and Communication:

• Effectively communicate with all customers and Team Members to serve as liaison between all parties involved in the order fulfillment process.
• Immediately and actively communicate all special requests, modifications to orders, backorders and shipping delays or canceled orders to appropriate customers and team members.
• Collaborate effectively with Team Members to provide seamless service to customers.

Expected Skills and Qualifications:

• 3+ years related experience and/or training in a non-retail customer service environment
• Familiar with standard concepts, practices and proceduresrelated to customer service
• High school diploma, G.E.D. or equivalent
• Proficient in MS Office, including Word and Excel
• Ability to learn internal database and software systems

Additional Preferred Skills and Qualifications:

• Bilingual in Spanish and English, both written and spoken, preferred
• Experience in a business-to-business account support and distribution role
• SharePoint, Outlook, and Teams experience
• Associate's degree in a business-related field

Pre-Employment Requirement:

Employment offers are contingent upon successful completion of a drug screen and background check. This requirement is especially critical for safety-sensitive roles.

Discover a Fulfilling Career:

At Composites One, our Team Members are the cornerstone of our success. Each role is essential in helping us provide exceptional service to our Customers. We cultivate a culture of empowerment and opportunity, fostering both personal and professional growth.

We believe in driving success and appreciating achievement. Our Team Members are eligible for annual bonuses and profit sharing because when the company thrives, we all benefit. Join us and be part of a Team where your hard work and dedication are valued, and together, we achieve great things.

Respect, Teamwork, and Communication are Woven into our Core Values:

Our guiding principle of Respect, Teamwork, and Communication embodies the spirit of our Core Values. We uphold these principles every day as we strive to make a positive impact for our Customers, our Team, and the world around us.

Explore our comprehensive health, retirement, wellness, and professional growth programs in detail here .

Commitment to Diversity, Equity, and Inclusion:

At Composites One, all qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, veteran status, disability, or other protected classification as defined by applicable law and regulation.

ADA Accommodations:

Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request accommodation please contact the ADA Coordinator by email at [e-mail].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.