Customer Service Representative

Risus Talent Partners; West Bridgewater (MA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Bonus

Medical/dental/vision insurance

401(k) match

Paid time off

Employee Assistance Program (EAP)

Life insurance and disability

Job summary

SupplyOne is seeking a Customer Service Representative in Massachusetts to deliver high-quality customer experiences by serving as the liaison between customers, sales, and operations. You will manage orders, propose solutions, and maintain records to support sales growth and on-time delivery.

The role emphasizes fast response, accuracy, and proactive communication with internal teams and customers to optimize customer satisfaction and GP margins.

Responsibilities

• Process and confirm orders and communicate what needs to be ordered.
• Prepare proposals and miscellaneous correspondence.
• Maintain thorough customer records.
• Generate standard quotes within 24-48 hours of receipt.
• Monitor and resolve slow payment issues.
• Answer phones by the 3rd ring, and all emails by the end of the day.
• Assist with slow moving inventory.
• Expedite material based on customer needs.
• Build, maintain, and keep price lists current to protect and maintain GP margins.
• Build accurate specs and inventory items within 24-48 hours.
• Resolve customer problems and elevate issues to timely resolution.
• Monitor customer min/max, open orders, back orders and inventory levels alerting customers to changes to deliver on time, in full and in spec (DIFOTIS).
• Must frequently use independent discretion, judgment and decision making skills to achieve quality and performance standards.
• Serve as liaison with sales, purchasing, design, manufacturing and shipping.

Job description

Mission of the Role (What you will be doing)

The Customer Service Representative provides a consistent, high-quality customer experience and models exceptional service in all they do to create lasting partnerships by putting customers first. The CSR is the relationship and communication link between the customer, sales, and operations and proactively serves as an critical point of contact for order management, service, and support, problem-solving and relevant project information for their internal and external customers.

The CSR is a highly valued team member that works with the sales team and acts as an advocate of SupplyOne values, services and capabilities to provide complete solutions and the full breadth of core product categories to meet and exceed sales growth targets.

Key Duties & Accountabilities

• Process and confirm orders and/or communicate what needs to be ordered, the day they are received
• Prepare proposals and miscellaneous correspondence
• Maintain thorough customer records
• Generate standard quotes within 24 - 48 hours of receipt
• Monitor and resolve slow payment issues
• Answer phones by the 3rd ring, and all emails by the end of the day
• Assist with slow moving inventory
• Expedite material based on customer needs
• Build, maintain, and keep price lists current to protect and maintain GP margins
• Build accurate specs and inventory items within 24-48 hours
• Resolve customer problems and elevate issues immediately to an acceptable, timely and appropriate resolution
• Monitor customer min/max, open orders, back orders and inventory levels alerting customers immediately to changes to deliver on time, in full and in spec (DIFOTIS)
• Must frequently use independent discretion, judgment and decision making skills to achieve quality and performance standards
• Serve as liaison with sales, purchasing, design, manufacturing and shipping

Organizational Core Values (Behaviors and values that are essential to be successful in our environment)

• Customer service begins inside - We serve our colleagues with excellence so we can serve our customers with excellence.
• Get it right the first time - We are reliable, thorough, practice active listening and pay attention to detail to ensure the best results.
• Philosophy of velocity - Our responsiveness and speed to market give us the competitive edge.
• Personalized Service - We go beyond what the customer expects, understand what they are going through, and anticipate their needs to make their interaction with us the best experience of their day.
• Act like an owner - We are empowered to protect, cultivate and grow our business responsibly.
• We can’t stop learning - We know our stuff, embrace change and relish feedback.

Compensation

The final base pay offered to the successful candidate will be determined by factors such as work location, job-related skills, qualifications, experience, responsibilities, and relevant education and training. In addition to our compensation, we offer a comprehensive benefits package including the following:

• Bonus based on company performance
• Medical, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Paid time off (including vacation, company holidays, and parental leave)
• Employee Assistance Program (EAP)
• Other benefits such as life insurance, disability coverage, and wellness programs