Customer Support Representative

JOB DESCRIPTION
Shift: Monday to Friday 8 am to 5pm (Remote on Fridays)
Interview: Teams interview


Ideal candidate:
- Previous customer service experience
- Knowledgeable with CRM (SAP)


PURPOSE OF THE JOB
The Customer Associate is the primary point of contact for Client's largest retail customers, including The Home Depot, Lowe's, and Menards. This role partners with customers and internal Supply Chain teams to provide exceptional service, solve problems, and support business growth while strengthening Client's position as the supplier of choice. This role is part of Customer Operations within the Supply Chain Team.
Reports to: Retail Customer Service Team Leader
Span of Control: Individual Contributor
JOB RESPONSIBILITIES
1. Serve and Support Key Retail Customers
• ct as a primary customer contact for Client's strategic retail customers, including The Home Depot, Lowe's, and Menards
• Build strong working relationships with customer contacts and develop an understanding of each retailer's business model, requirements, and operational expectations
• Collaborate with Sales, Planning, Manufacturing, Warehousing, Transportation, and other Supply Chain partners to ensure best-in-class customer service and execution
• Proactively identify and resolve customer issues while balancing customer satisfaction with Client business objectives
• Enter and manage orders accurately and efficiently in alignment with company service standards and customer-specific requirements
• Monitor order fulfillment, inventory availability, and delivery performance to ensure consistent service execution
• Develop customer trust by delivering on commitments, maintaining transparency, and operating with integrity
2. Drive Operational Excellence in a Waste-Free Environment
• pply Lean Sigma principles and standard work practices to improve efficiency and eliminate waste within daily operations
• Identify opportunities to streamline processes supporting high-volume retail customers
• Develop, maintain, and execute standardized processes that improve service consistency and operational effectiveness
• Utilize customer technologies, retailer-specific portals, and internal systems to support efficient order management and communication
• Support continuous improvement initiatives that enhance the customer experience and supply chain performance
3. Champion Safety
• Develop and maintain a personal safety action plan in partnership with leadership
• dhere to Client safety standards and policies at all times
• Promote a culture of safety through personal accountability and compliance
JOB REQUIREMENTS
MINIMUM QUALIFICATIONS
• High school degree, Associates or Bachelor's degree preferred
EXPERIENCE:
• SAP experience desired
• Previous experience in an ever-changing, fast-paced customer service environment
• Previous experience creating solutions in the best interest of the company and the customer
• Previous experience working on computers
KNOWLEDGE, SKILLS & ABILITIES:
• Fluency in Microsoft Applications (Word, Excel, Outlook, Teams, Power BI)
• Knowledge of building materials industry preferred
• Supply Chain knowledge
• Strong oral & written communication and listening skills
• Supportive and adaptive to a change management initiative
• Critical thinking to proactively problem solve


EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."