Customer Service Associate

Customer Service Associate

We are seeking a Customer Service Associate to join our growing team. This role serves as a primary point of contact for customers by phone, email, chat, and in person at the front counter, assisting with product information, order placement, order status, billing questions, and issue resolution.

This position also supports administrative, billing, shipping/receiving, and construction technology-related tasks while serving as a key liaison between customers, sales representatives, production staff, and internal departments to ensure orders are accurate, timely, and meet quality standards.

Essential Duties & Responsibilities

• Professionally assist walk-in customers and respond to phone, email, and chat inquiries.
• Answer questions, provide product and service information, and resolve customer concerns.
• Process new orders, changes, returns, and exchanges accurately and in accordance with company procedures.
• Provide order status updates and coordinate clear, concise communication between customers and internal departments.
• Assist customers in selecting products and understanding availability, pricing, and options.
• Greet and support customers at the front counter in a friendly and professional manner.
• Work closely with Sales Representatives, Production, Warehouse, and Credit departments to ensure order accuracy and issue resolution.
• Investigate and resolve disputed credit items in coordination with the Credit Department.
• Maintain accurate records of transactions, customer interactions, and order documentation, and send internal correspondence to the corporate office weekly.
• Process invoices and work orders using the ERP system and other internal systems, including internal product codes.
• Open and close the facility according to daily procedures.
• Prepare daily cash deposits and handle payments in accordance with company policy.
• Maintain front counter organization, cleanliness, and supply levels.
• Assist with general administrative, billing, shipping/receiving, and inventory support tasks.
• Help resolve customer complaints or conflicts in a professional and solution-oriented manner before escalation is needed.
• Scan and rename large-format drawings.
• Prepare bidroom posts, addenda, and other construction technology platform-related materials.
• Perform additional duties as assigned by management.

Required Skills & Abilities

• Strong customer service mindset with a positive, professional, and solution-focused attitude.
• Construction administration experience is a strong plus.
• Excellent verbal and written communication skills with the ability to interact professionally with customers and co-workers.
• Ability to multitask and work efficiently in a fast-paced environment.
• Strong attention to detail and accuracy in data entry and order processing.
• Ability to work independently and as part of a team with minimal supervision.
• Dependable, punctual, and accountable for work performance.
• Ability to accept coaching and continuously learn new information, skills, and concepts in a dynamic environment.
• Strong organizational and time management skills.

Education & Experience

• High school diploma or equivalent required.
• 1+ year of customer service experience required.
• Experience with multi-line phone systems and general office equipment required.
• Experience in construction supply, hardware, or related industry preferred.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook) required.

Physical Requirements

• Ability to stand and sit for extended periods of time.
• Ability to lift up to 50 lbs. occasionally.
• Ability to sit, stand, walk, reach, and perform repetitive office tasks.
• Occasional exposure to warehouse conditions.

Schedule & Compensation

• Full-time position on site during normal business hours.
• Competitive pay based on experience.
• Benefits include health insurance, paid time off, paid holidays, a 401(k), and potential eligibility for a year-end bonus.
• May require occasional travel between Charlotte-area branches for coverage.

Additional Requirements

• Must support and abide by Duncan-Parnell's values, mission, policies, and practices in all activities and interactions with co-workers, customers, suppliers, and other stakeholders.
• Must be able to work in a fast-paced environment while maintaining accuracy and professionalism.