Customer Service Representative

Customer Service Representative

Suwanee, GA (On-Site)

At Thomco, relationships matter, and our customers are our first priority. Thomco is a well-established company that has been in business for over 40 years. We are a trusted ISO 9001:2015 and IATF 16949:2016 Registered industrial distributor and have consistently year-after-year helped our customers find the right product for their unique and customized applications. We are proud to be a 3M Preferred Converter, an authorized Distributor of 3M Industrial Products, an authorized distributor of Loctite Adhesives & Equipment, and many other manufacturers.

Job Summary

We are seeking a full-time Customer Service Representative. This position is a fit for someone who thrives in an environment where they are supporting and serving customer needs every day. The Customer Service Representative will be responsible for accurately processing customer purchase orders into the ERP system and ensuring the timely fulfillment of orders. This role serves as a key liaison between the sales, customer service, and shipping departments, ensuring that order information is complete, accurate, and aligned with company standards to drive customer satisfaction and business success. Our goal is to work with our customers to not only find the right solution but to help reduce costs to ensure their requirements are met. We value teamwork, quality, service, respect, and integrity. Thomco also values a culture based on the following attributes: Customer Service passion; Positive Attitude; Cooperation; Teamwork; and a strong sense of Engagement and Ownership.

Job Responsibilities

• Primary responsibilities include processing customer purchase orders, verifying pricing and product availability, tracking orders, resolving discrepancies or potential delays and communicating updates to customers and internal stakeholders.
• Additional responsibilities to include purchasing duties for a portion of Thomco's business and operational tasks such as inventory control.
• Working in a collaborative and team environment will coordinate with other team members to ensure all details of the customer order are met.
• Accurately enter customer order information in the company's ERP system such as item numbers, product description, pricing and shipping details.
• Will coordinate with other team members during order processing to manage and track the order from fulfillment to shipping to ensure a positive customer experience.
• The key goal for this position is customer satisfaction, which includes working on behalf of the customer and the sales and customer service teams to ensure that information is flowing to the customer and other internal stakeholders, as needed.
• The Customer Service Representative is responsible for keeping track of the status of orders in a high-volume and business-to-business industrial distribution environment. Will follow up with all stakeholders, as needed.
• Most communication with customers is via email, however, on occasion, will be expected to interact on the phone. Will be expected to interact with the sales team and internal stakeholders in person or on the phone to ensure efficient flow of communication.
• Builds strong, trusted relationships with the sales department and customers.

Job Requirements

• Associate's degree or equivalent experience.
• At least 2 to 4 years of customer service and purchasing experience, preferably in a business-to-business industrial distribution environment.
• Strong organizational skills and a customer-focused mindset are important in this role.
• Ability to prioritize and multi-task job responsibilities.
• High attention to detail, quality assurance, and order entry accuracy.
• Excellent written and verbal communication skills.
• Ability to understand and anticipate customer needs.
• Must be a quick learner to become knowledgeable about Thomco's product offerings.
• Computer proficiency with Windows, MS Office Suite such as Outlook email, Word and Excel.
• Knowledge of Dynamics 365 CRM and Sage ERP software are highly desired. Ability to learn new technology and software.

Compensation and Benefits

• Competitive compensation plan
• ESOP (Employee Stock Ownership Plan)
• Profit Sharing with quarterly and annual payouts
• 401(k) retirement plan with company match
• Holiday pay
• Paid Time Off leave
• Medical, Dental and Vision Insurance
• Group Life Insurance
• Short and Long Term Disability Benefits

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at this company will be based on merit, qualifications, and abilities. This company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, and disability and/or any other protected status, classification, or factor, in accordance with the requirements of federal, state and local laws.