Senior Customer Service Representative

Reeb Millwork, Inc.; Maryland; On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Paid Time Off

Paid Holidays & Floating Holidays

Job summary

Reeb Millwork, an SBP Brand, is seeking a detail-oriented Senior Customer Service Representative to join our team. The role provides experienced support to customers by responding to product inquiries, processing orders, and resolving complex concerns.

This position collaborates with outside sales and internal departments to ensure accurate orders and timely communication. Key responsibilities include handling quotes, orders, and changes; reviewing requirements for accuracy; coordinating with

Qualifications

• Three to five years of related customer service, inside sales, or order management experience preferred.
• Experience in millwork, building materials, or a related industry is preferred.
• Ability to resolve complex customer issues and support team development.

Responsibilities

• Respond to inquiries by phone and email with accurate product, pricing, availability and order status information.
• Prepare and process quotes, orders, and changes per company procedures.
• Review orders to clarify specifications and prevent errors; monitor delivery status with internal teams.
• Resolve complex customer concerns, including discrepancies, delays, and service issues, from initial contact to resolution.
• Maintain accurate records of customer interactions and transactions; escalate when needed.

Skills

Customer service

Order processing

Problem solving

Training & coaching

Education

High school diploma or GED

Job description

Reeb Millwork, an SBP Brand, is currently seeking a detail-oriented and customer-focused Senior Customer Service Representative to join our team!

The Senior Customer Service Representative provides experienced support to customers by responding to product and service inquiries, processing orders, and resolving complex customer concerns. This position serves as a resource for the customer service team, assists with training and problem-solving, and works closely with outside sales representatives and internal departments to ensure accurate orders, timely communication, and customer satisfaction.

Responsibilities:

• Respond to customer inquiries by phone and email, providing accurate information about products, services, pricing, availability, and order status.
• Prepare and process customer quotes, orders, and order changes accurately and in accordance with company procedures.
• Review customer requirements and order details to identify missing information, clarify specifications, and help prevent errors.
• Monitor orders and coordinate with internal departments to support timely, complete, and accurate delivery.
• Research and resolve complex customer concerns, including order discrepancies, product issues, delivery delays, and service complaints.
• Take ownership of customer issues from initial contact through resolution, providing updates and confirming that corrective actions are completed.
• Recognize issues requiring additional authority or investigation and elevate them with clear documentation and recommended next steps.
• Maintain accurate records of customer interactions, transactions, commitments, and resolutions.
• Serve as a resource for team members regarding product knowledge, company procedures, order processing, and customer service practices.
• Assist with onboarding, training, and coaching team members under the direction of department leadership.
• Help identify recurring issues and recommend improvements to workflows, communication, and the customer experience.
• Support daily service priorities and help the team meet departmental goals and response expectations.
• Build strong relationships with customers, outside sales representatives, vendors, and internal departments.
• Promote a “one-team” approach with outside sales representatives by sharing information, coordinating follow-up, and supporting customer needs.
• Identify opportunities for additional or complementary products and services that meet customer needs.
• Maintain and expand knowledge of company products, catalogs, systems, processes, and selling techniques.
• Demonstrate STAR qualities: seamless, trustworthy, attentive, and resourceful.
• Provide exceptional customer service through professionalism, accountability, sound judgment, and consistent follow-through.
• Conduct all activities safely and in accordance with company policies and safety standards.

SKILLS & ABILITIES:

Education and Experience:

• Education: High school diploma or General Education Degree (GED).
• Experience: Three to five years of related customer service, inside sales, or order management experience preferred. Experience in millwork, building materials, or a related industry is preferred.
• Demonstrated ability to resolve complex customer issues, manage competing priorities, and support the development of other team members.

Specialty Building Products is the leading distributor of specialty building products in North America. SBP operates under the brands U.S. LUMBER, Alexandria Moulding, REEB Millwork, DW Distribution, Millwork Sales, OrePac, and Amerhart. We serve the U.S. and 8 provinces in Canada from over 61 locations. Here at SBP we are a people first organization, our team is built upon strong culture and standards for success. We value your perspective and want to learn more about you with a commitment to laying the foundation for you to build a successful career with us. Join us and EVOLVEyour future at Specialty Building Products!

Being a part of SBP you will be eligible for many benefits. Full-Time benefits would include:

• Medical, Dental, Vision given on the 1st of the month following 30 days of employment
• Company-Paid Life Insurance & Disability
• 401(k) with Company Match
• Company-Paid Time Off
• Paid Holidays & Floating Holidays
• PLUS ADDITIONAL PERKS!

We are proud to have the best team in our industry. We have experienced a tremendous amount of growth as a company. This growth has served not only our customer base but has also provided significant opportunities for advancement amongst our employees.

Specialty Building Products is an equal opportunity employer. It is our policy of Specialty Building Products not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age, military status, genetic information, or other protected class status in accordance with all applicable federal, state, and local laws.