Customer Service Associate

Job Description

ABOUT MURPHY SUPPLY COMPANY

For over 50 years, our family-owned company has been the go-to partner for premier healthcare, education, and commercial institutions in the Greater Cincinnati area. We've built our reputation on a foundation of trust, an extensive product catalog, and an unwavering commitment to customer success. As we grow, we are looking for a key player to join our collaborative team and help write our next chapter.

THE OPPORTUNITY

This isn't just another customer service job. This is a career opportunity to become the trusted voice of a regional leader in the janitorial supply industry. We are looking for a proactive, detail-driven individual who takes ownership of every customer interaction and plays a key role in our company's growth, with real responsibility, room to develop, and the backing of a team that values what you do.

KEY RESPONSIBILITIES

Order Management

•    Receive and enter customer orders by phone, email, fax, and the Murphy online catalog accurately and promptly in the ERP system (Acumatica).

•      Respond to online quote requests and pricing inquiries in coordination with outside sales.

•      Verify pricing, product availability, ship dates, and customer account details before order release.

•      Coordinate with the warehouse and delivery team on order fulfillment, will-calls, backorders, and special handling.

•      Process returns, credits, and order adjustments in line with company policy.

Customer Support

•   Answer inbound calls and emails professionally, providing order status, product information, and delivery updates.

•      Resolve customer issues such as shortages, damages, mis-shipments, and billing questions, escalating when appropriate.

•      Build working relationships with key accounts and serve as a reliable day-to-day contact.

•      Recommend products, substitutions, and related items across chemicals, paper, liners, skin care, and equipment to meet customer needs.

•      Help customers with online catalog account setup, login, and ordering questions.

•      Coordinate equipment inquiries, parts orders, and service requests for vacuums, scrubbers, and extractors.

Sales and Operations Support

•      Support outside sales representatives with quotes, order follow-up, sample requests, and account information.

•      Work with purchasing on special orders, non-stock items, and vendor drop shipments.

•      Assist accounting with customer account setup, invoice questions, and basic collections follow-up.

•      Maintain accurate customer records, contacts, and notes in the system.

•      Perform other duties as assigned.

QUALIFICATIONS

Required

•      High school diploma or equivalent.

•      More than 3 years of customer service experience.

•      Strong phone and written communication skills.

•      Proficiency with Microsoft Outlook, Excel, and Word.

•      High attention to detail and accuracy with data entry.

•      Ability to manage multiple requests and priorities in a fast-paced environment.

Preferred

•      Experience in wholesale or industrial distribution, particularly janitorial, sanitation, or facility supplies.

•      Familiarity with the jan/san industry, products, and brands.

•      Experience with an ERP system, Acumatica preferred.

•      Familiarity with B2B customer portals and electronic ordering.

•      Associate degree or some college coursework.

CORE COMPETENCIES

•      Customer focus: treats every call as an opportunity to earn repeat business.

•      Ownership: follows issues through to resolution without being prompted.

•      Teamwork: communicates clearly with sales, warehouse, and accounting.

•      Problem solving: identifies root causes and prevents repeat issues.

•      Reliability: consistent attendance, punctuality, and follow-through.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

This is an office-based position located within a distribution facility. The role requires extended periods of sitting, computer use, and phone work. Occasional walking in the warehouse and lifting of up to 25 pounds may be required. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential functions.

BENEFITS

•      Medical insurance

•     401(k) with company match

•      Paid time off and paid holidays

•      Ongoing product and systems training

EQUAL OPPORTUNITY EMPLOYER

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• Murphy Supply Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
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