Industrial Customer Service Representative

Job Description

Job Description

Be the Trusted Resource Our Customers Depend On

Are you a customer-focused professional who enjoys helping people solve problems? Do you have a mechanical aptitude or experience with pumps, pneumatics, fluid power, industrial equipment, or technical products?

Southwestern Controls is looking for a Customer Service & Technical Support Representative who can combine excellent customer service skills with technical problem-solving. In this role, you'll serve as a primary point of contact for customers, helping them find the right products, resolve issues, process orders, and ensure an outstanding customer experience from inquiry to delivery.

This position offers the opportunity to develop technical expertise while building customer relationships and provides a pathway into technical sales and outside sales opportunities as your career grows.

You'll support customers across our product lines found at:

• Southwestern Controls
• Air Pumps Online
• Septic Sewage Pumps

What You'll Do

Customer Service & Relationship Management

• Serve as a trusted resource for customers by providing prompt, professional, and friendly service.
• Respond to customer inquiries regarding products, pricing, availability, lead times, and order status.
• Build strong relationships with contractors, municipalities, industrial customers, dealers, and end users.
• Follow up with customers to ensure issues are resolved and expectations are exceeded.
• Communicate effectively with customers via phone, email, and in person.

Technical Product Support

• Support product returns and warranty evaluations by documenting customer concerns and findings.

Order Processing & Coordination

• Prepare customer quotations using current pricing and inventory information.
• Enter and maintain sales orders, blanket orders, and release schedules within Profit21 (P21).
• Process return material authorizations (RMAs).
• Coordinate with vendors, warehouse personnel, and freight carriers to ensure timely order fulfillment.
• Track orders and proactively communicate updates to customers.
• Assist with invoicing and customer account inquiries.

Team & Operational Support

• Support Territory Managers by assisting with quotations, order processing, and customer follow-up.
• Review inventory, open orders, purchase orders, and customer reports.
• Help resolve shipping, inventory, billing, and order-related issues.
• Participate in inventory control activities, cycle counts, and warehouse support as needed.

What Makes You Successful

We're looking for someone who is:

• Passionate about providing exceptional customer service.
• A natural problem-solver who enjoys helping customers find solutions.
• Comfortable learning mechanical products and applications.
• Organized and detail-oriented.
• Professional, dependable, and team-focused.
• Eager to build long-term customer relationships.

Preferred Experience

Experience in one or more of the following areas is highly desirable:

• Customer service in an industrial or mechanical environment
• Data analysis
• Pneumatics and fluid power
• Industrial distribution
• Mechanical equipment
• Purchasing & Inventory Control
• Maintenance, repair, or mechanical troubleshooting

Education & Qualifications

• Associate degree, Bachelor's degree, technical training, military technical experience, or equivalent industry experience preferred.
• 2+ years of customer service, technical support, inside sales, industrial distribution, or related experience preferred.
• Strong computer skills and willingness to learn ERP systems such as Profit21.

Growth Opportunity

This role is ideal for someone who enjoys serving customers and wants to grow their technical knowledge. As you develop product expertise and customer relationships, there may be opportunities to advance into:

• Customer Service Lead & Management

Why Join Southwestern Controls?

• Stable, growing industrial distribution company

\nCompany Description

Established in 1954, Southwestern Controls' diverse market presence provides stability under the toughest economic conditions. As a designer and distributor of technical systems and components Southwestern Controls provides custom solutions in the healthcare, scientific, environmental, oil field and other growing industries. Our Technical Sales and Customer Service Representative team help customers develop new products or improve existing ones. Our Internet Marketing teams have 2 eCommerce sites, several brochure sites, and advertise on Google and YouTube. Together, we improve the world in ways our people are proud of.

Company Description

Established in 1954, Southwestern Controls' diverse market presence provides stability under the toughest economic conditions. As a designer and distributor of technical systems and components Southwestern Controls provides custom solutions in the healthcare, scientific, environmental, oil field and other growing industries. Our Technical Sales and Customer Service Representative team help customers develop new products or improve existing ones. Our Internet Marketing teams have 2 eCommerce sites, several brochure sites, and advertise on Google and YouTube. Together, we improve the world in ways our people are proud of.