Customer Service Representative

Position Summary The primary function of a customer service representative is to provide exceptional customer service to all customers and employees. The ideal candidate should thrive in a fast‑paced, hands‑on environment. Training on product knowledge of Professional Finishing Tools for the construction industry will be provided. Basic Qualifications Ensure over the phone, face‑to‑face, or written communications with customers representing the company’s culture, values, and practices. Greet customers warmly and determine problems, orders, or other reasons for calling. Determine when to pass a customer’s inquiries to appropriate staff for additional information. Use company computer systems for order entry. Complete sales orders and tender cash sales. Develop product knowledge to assist customers with purchases. Maintain strong organizational skills and multitask in a fast‑paced environment. Track open items and follow up in a timely manner until resolution. Demonstrate initiative, accountability, and problem‑solving skills. Prioritize tasks effectively to meet daily operational and revenue deadlines. Fluency in English and Spanish required. Duties & Responsibilities Ensure all communications with customers and team members reflect the company’s culture, values, and standards by following established procedures, guidelines, and policies. Build sustainable relationships and trust with customer accounts through professional and proactive communication. Maintain professional relationships with customers, store managers, and internal team members. Promptly respond to incoming calls and emails. Make outbound calls to customers regarding orders, issue resolution, and repairs. Provide product information, pricing quotes, order updates, and general support. Research to effectively assist and educate customers. Accurately enter and maintain customer orders to ensure timely shipment. Review and monitor open orders daily to prevent delays. Establish shipping priorities aligned with company objectives. Verify pricing accuracy and ensure all order details match customer documentation. Maintain clean, accurate, and organized order records. Utilize internal systems and reporting tools to support order accuracy and business growth. Resolve issues, complaints, and inquiries from international clients via multiple channels. Track overseas shipments and resolve shipping/customs issues. Process international orders, manage invoices, and build long‑term client relationships. Adapt communication styles to navigate language barriers and cultural differences. Partner with internal departments (logistics, sales, quality control) to ensure product availability and service delivery. Process invoices through required programs. Create invoices. Create RMA’s/close RMA’s. Issue credits and apply to accounts when necessary. Process customer payments accurately and in accordance with company procedures. Assist with pro service—repairs, quotes, calls, close tickets, collect payments. Post invoices daily. Submit invoices through portals. Create transactions such as inventory adjustments, create refurb tools, parts. Systems & Technical Proficiency Demonstrate Ability To Quickly Learn And Navigate New Systems As Needed. Work Across Multiple Company Systems, Including But Not Limited To: Sage 500 SPS Commerce NetSuite Teams Outlook FedEx Shipping System STAMPS Broussard SRM TT Portal CyberSource Zendesk Corcentric Core Competencies Strive to do the right thing by displaying trust and integrity. Embody the principles of servant leadership by putting the needs of others first, valuing diverse perspectives, and showing a positive and humble attitude. Demonstrate ability to work independently and on a team, collaborating to get the job done. Establish and maintain effective working relationships at every level of the organization; invest in building relationships with the Field Operations and Field Support Center team members. Help champion an inclusive working environment; empower others to bring their full selves to the workplace; celebrate, welcome, and value diverse backgrounds and experiences. Be proactive and drive results, showing initiative and self‑management. Communicate professionally, both verbally and in writing to coworkers and customers. Physical Requirements Remain in a stationary position in an office environment 80% of the time. Frequently move around inside the office to access files, office machinery, and to/from warehouse. Operate basic office machinery. Communicate with team and management, exchanging accurate information in all situations. Required Cognitive Skills Problem solve and prioritize tasks. Manage stress depending on deadlines and ongoing projects. Multitask effectively. Receive and analyze information. Communicate solutions quickly when problems occur. Demonstrate sound judgement and initiative. Benefits & Perks Medical, Dental, Vision, Disability & Life Insurance Wellness Benefits 401(k) Retirement Plan Employee Stock Purchase Program Paid Holidays & Vacation Days Professional Growth Opportunities Development & Training Programs This job description is subject to change at any time. EQUAL OPPORTUNITY EMPLOYER SRS Distribution Inc., including all its subsidiaries, provides job opportunities to qualified individuals without regard to race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, uniform service, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws. If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position, please contact Human Resources at US: View phone number on click.appcast.io, or by email to View email address on click.appcast.io with the nature of your accommodation request and include the business name, location and title of the job opening. All employment offers are contingent upon successful completion of a background check and drug screen, as permitted by law. Location: Ames Tool Corporation – Suwanee; 1327 Northbrook Parkway Suite 400, Suwanee, GA 30024. #J-18808-Ljbffr