Customer Service Associate

Job Description

Job Description

Customer Service Associates handle customer service inquiries, quotations, order entry, order changes, delivery follow-up, documentation, and related customer support activities through phone, email, fax, walk-in, and business system channels. This role supports customers, suppliers, and internal teams by gathering information, recording and tracking requests, researching routine to moderately complex issues, and communicating timely updates. Work is performed under general supervision using established procedures, with more complex or non-standard matters escalated to higher-level team members, supervisors, or managers.

Salary: $23 - $28 Hourly | DOE

Primary Duties:

• Respond to routine to moderately complex customer inquiries, requests for quotations, purchase orders, order changes, adjustments, cancellations, delivery questions, documentation needs, and service concerns through phone, email, fax, walk-in, and business system channels.
• Prepare quotations for standard and non-standard items, enter and update orders, and relay accurate quote, order, pricing, availability, and lead-time information to customers, suppliers, and internal partners.
• Use ERP and other computerized systems to retrieve customer information, track requests, gather order and inventory status, document activity, and support troubleshooting and follow-up.
• Coordinate with sales, warehouse, suppliers, purchasing, accounts receivable, and other departments to support customer satisfaction, order accuracy, delivery commitments, and timely resolution of service issues.
• Assess customer needs within assigned scope and suggest appropriate products, services, alternatives, or next steps when supported by established procedures and available information.
• Research and resolve routine customer service issues using judgment, available resources, and standard processes; escalate more complex, technical, pricing, delivery, or non-standard matters to appropriate higher-level resources.
• Maintain accurate records and required documentation, including quotations, order notes, customer communications, delivery updates, and supporting materials.
• Build and maintain positive customer relationships by communicating professionally, following up timely, and supporting consistent, ethical customer service practices.
• Support the Outside Sales Team and branch operations by providing order status, account information, documentation, and customer service support as needed.
• Identify recurring customer service, order, documentation, or process issues and share observations or improvement ideas with supervisors or managers.
• Maintain a safe, clean, and organized work area and adhere to applicable safety guidelines, company policies, and standard operating procedures.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Experience and Education:

• High school diploma or equivalent required; additional coursework, certification, or training in business, customer service, supply chain, technical products, or a related field preferred.
• Customer service, inside sales support, order management, administrative support, distribution, manufacturing, or technical product support experience preferred.
• Performs work under general supervision, applying established procedures, practical judgment, and solid working knowledge to complete routine to moderately complex assignments.
• Recognizes when issues require escalation and refers more complex, technical, non-standard, or policy-sensitive matters to higher-level staff, supervisors, or managers.

Knowledge, Skills, and Abilities:

• Solid working knowledge of customer service practices, quote-to-order processes, ERP or business systems, order tracking, documentation requirements, and basic pricing, availability, and delivery coordination.
• General knowledge of MFCP products, services, organizational resources, supplier relationships, internal departments, and standard operating procedures sufficient to support customers and internal partners effectively.
• Strong customer/client orientation with the ability to build rapport, listen effectively, assess customer needs, follow up timely, and support positive customer experiences.
• Effective oral and written communication skills, including the ability to gather information, explain order status, document activity accurately, and communicate professionally with customers, suppliers, sales, operations, and management.
• Practical problem-solving skills with the ability to research information, recognize recurring issues, resolve routine service concerns, and recommend process improvements within assigned scope.
• Ability to handle routine to moderately complex customer inquiries, order issues, delivery questions, documentation requests, and service concerns while following established procedures and escalation paths.
• Ability to prioritize work, manage multiple customer requests, maintain accurate records, and work effectively in a fast-paced customer service and operations environment.
• May provide limited informal guidance or process support to less experienced team members on routine systems, documentation, or customer service practices, but does not have formal supervisory responsibility.
• Scope of work is administrative support in nature and appropriate to an A1 career level, with decisions guided by established policies, procedures, business systems, and supervisory direction.

Physical Demands and Work Environment:

The essential functions of this position will require the employee to perform the following physical activities:

• Frequent use of office equipment
• Must be able to carry, push, pull, reach, and lift materials and objects up to 50 lbs.
• Standing, walking, sitting, reaching, stooping, and bending.
• Communicates verbally with MFCP leadership, co-workers, and one-on-one, and group meetings.
• Work in a temperature-controlled office environment with moderate noise.
• Regular in-office attendance is required.
• Up to 10% of travel may be required by automobile and/or air travel.
• On-site regular and reliable attendance is required.

Additional Information:

MFCP Participates in E-Verify

“We are an Equal Opportunity Employer. We do not discriminate on the basis of age, race, sex, color, religion, national origin, marital status, sexual orientation, veteran status, military status, disability, genetic information, or any other applicable status protected by federal, state or local law." 

Candidates are subject to pre-employment criminal background, drug screen, and DMV record review, along with reference checks.