Customer Support Rep

Base Pay $21.5 - $25.00 / Year Job Category OFFICE 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 Communicate with potential distributors regarding application processes Coordinate with Sales Representatives to support account approvals and onboarding 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 Education & Experience High school diploma or GED required 2–3 years of customer service or related experience preferred Knowledge & Skills Strong communication and interpersonal skills HVAC Chemical & Pump experience a plus 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 and Perks The Malco Group recognizes the importance of offering comprehensive benefits and perks to its employees, including: 401k with company matching Company paid life insurance and paid short-term disability Paid time off 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. #J-18808-Ljbffr Kids for the Future