Customer Service Representative

Customer Service Representative

The Customer Service Representative ensures customer satisfaction through effective service, strong relationship-building, and sales support. This role engages directly with walk-in customers, coordinates with sales, drivers, and warehouse teams, and delivers exceptional counter and phone service. Ideal candidates are proactive, customer-focused, tech-savvy, and aligned with our "Make Money and Have Fun!" culture, with opportunities for growth in sales or management.

Delivers outstanding service by handling inquiries and complaints via phone, email, and in-person. Provides product information, resolves issues efficiently, and maintains accurate customer records. Engages walk-in customers with exceptional counter sales support and collaborates with sales, drivers, and warehouse teams to ensure timely order fulfillment. Manages phone inquiries professionally, processes transactions in the ERP system, and contributes to sales growth by identifying new opportunities. Upholds company values, ensures compliance, and uses bilingual (English/Spanish) skills to enhance customer experience and expand reach.

The Customer Service Representative reports to the Branch Manager and has no direct reports. This role coordinates with internal teams—sales, drivers, and warehouse—to deliver excellent customer service, supporting business growth and operational efficiency.

This role has no travel requirements.

This is primarily a sedentary role involving extended periods of sitting or standing, with routine computer and phone use. Occasional movement around the office is required to assist walk-in customers or access equipment. Clear verbal and written communication is essential. The role may occasionally involve lifting up to 20 pounds. Reasonable accommodations are available in accordance with ADA standards to support all employees.

This on-site role is based in a fast-paced office setting, involving extended periods at a computer. It requires frequent collaboration with team members and direct interaction with walk-in customers. Success in this position depends on strong communication, quick problem-solving, and the ability to thrive in a dynamic, deadline-driven environment.

Proven customer service and phone handling experience with active listening skills. Familiarity with CRM systems and ERP platforms for order entry and cash transactions. Strong interpersonal skills with a team-oriented, safety-conscious mindset. Demonstrated ability to support sales and identify new opportunities. Positive, motivated attitude aligned with the "Make Money and Have Fun" culture. Valid driver's license, clean driving record, and reliable transportation. Authorized to work in the U.S. without sponsorship. Able to pass background checks and drug screening, bilingual (English/Spanish) preferred. Intermediate ERP system skills for transaction management. Experience in B2B relationship management within building materials distribution.

A high school diploma or equivalent is required. Associate's or bachelor's degree in communications or business management.

1-2 years of customer service experience.

Competencies: Customer Focus: Builds strong relationships and delivers personalized service. Effective Communication: Clear, professional verbal and written interactions. Sales Acumen: Identifies opportunities and drives business growth. CRM & ERP Proficiency: Manages customer data and transactions efficiently. Team Collaboration: Works cross-functionally with sales, logistics, and warehouse teams. Problem Solving: Resolves issues with strategic thinking and empathy. Time Management: Prioritizes tasks in a fast-paced, deadline-driven environment. Innovation & Learning: Adapts quickly and embraces continuous development. Trust & Integrity: Demonstrates reliability and alignment with company values. Cultural Fit: Embodies the "Make Money and Have Fun!" mindset.

SRS Building Products - Erie 2669 W 16th Street Erie, PA 16505

Competitive weekly/bi-weekly pay, discretionary bonuses, 401(k) with company match, Employee Stock Purchase Plan, paid time off (vacation, sick, volunteer, holidays, birthday, floating), medical/dental/vision, flexible spending accounts, company-paid life and short-term disability, plus optional long-term disability, and additional life insurance. All benefits subject to eligibility.