Customer Support Rep

The Malco Group; Annandale (MN); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

401K Plans

Full healthcare benefit options

Dental and vision coverage

Paid time off and holidays

Job summary

The Malco Group is seeking a Customer Support Representative to accurately process orders and provide timely, professional support to distributors, sales representatives, and end users. This role contributes to customer satisfaction, retention, and the overall success of the business.

Responsibilities include handling orders across phone, email, web, fax, and EDI; maintaining accurate accounts; resolving issues; and supporting the sales team with special requests.

Qualifications

• Strong communication and interpersonal skills.
• Excellent problem-solving and critical thinking abilities.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Process customer orders and quotes across multiple channels including phone, email, web, fax, and EDI.
• Respond to inquiries and provide product information, pricing, and order status updates.
• Set up, maintain, and update customer accounts in partnership with Credit and Sales teams.

Skills

Strong communication

Problem solving

Multitasking

Computer proficiency

Education

High school diploma or GED

Tools

Microsoft Excel

Order entry systems

Email and internet tools

Job description

Job Summary

The Customer Support Representative plays a critical role in delivering an exceptional customer experience by accurately processing orders and providing timely, professional support to distributors, sales representatives, and end users. This role directly impacts customer satisfaction, retention, and the overall success of the business.

Brief Description

The Customer Support Representative plays a critical role in delivering an exceptional customer experience by accurately processing orders and providing timely, professional support to distributors, sales representatives, and end users. This role directly impacts customer satisfaction, retention, and the overall success of the business.

Key Responsibilities

Order & Quote Processing (Primary Function)

• Process customer orders and quotes across multiple channels including phone, email, web, fax, and EDI
• Ensure high accuracy with minimal errors in order entry and fulfillment
• Maintain a strong sense of urgency to support timely order processing

Customer Support & Communication

• Respond to inbound calls and inquiries from distributors, representatives, end users, and internal team members
• Provide product information, pricing, availability, and order status updates
• Deliver a consistently positive, professional customer experience

Account Management

• Set up, maintain, and update customer accounts in partnership with Credit and Sales teams
• Ensure accuracy and completeness of all account information

Issue Resolution & Investigations

• Investigate order discrepancies, shortages, and warranty claims
• Issue credits and process rebates accurately and in a timely manner
• Partner with internal departments to resolve customer concerns

Distributor Support

• Communicate with potential distributors regarding application processes
• Coordinate with Sales Representatives to support account approvals and onboarding

Sales & Special Requests Support

• Process special requests from the Sales team, including custom products and kit setups
• Ensure orders are prepared and ready for processing within defined timelines

Reporting & Administrative Tasks

• Generate and run reports (e.g., ATP letters, rep commissions, new account letters)
• Maintain accurate records and documentation within internal systems

Success Measures

• High order accuracy with minimal errors
• Positive feedback from customers and internal partners
• Timely resolution of customer issues and requests
• Effective communication and follow-through on all inquiries
• Strong collaboration with internal teams

Qualifications

• High school diploma or GED required
• 2–3 years of customer service or related experience preferred

Knowledge & Skills

• Strong communication and interpersonal skills
• Excellent problem-solving and critical thinking abilities
• Ability to manage multiple tasks in a fast-paced environment
• Proficiency with computers, including:
• Order entry systems
• Microsoft Excel
• Email and internet tools
• Strong understanding (or ability to learn) of product offerings

Benefits

• Malco Offers competitive vacation, paid time off and holiday pay.
• 401K Plans
• Full healthcare benefit options, dental and vision.
• Many other benefits.