Customer Service Representative

Customer Service RepresentativeThe Customer Service Representative will be responsible for answering phone calls, replying to emails, answering questions, solving problems, quoting, entering orders, sourcing, leveraging pricing with vendors, and promoting our organization's products and services. They will also research and resolve complaints to ensure customer retention and satisfaction. Working collaboratively with colleagues has a focus on building strong customer relationships and their profitability to drive both the customer's and the company's success. This role supports the Pacific Time Zone and works an 8am to 5pm PST schedule.DUTIES AND RESPONSIBILITIES:Handles customer and sales interactions via phone, email, and ticketsProcesses requests for quotations, order entry, and product questions from customers; as needed provides on-demand expeditingEnsures accurate order entry and timely feedback to customer inquiriesDrives profit margin and the customer successBrings in internal and external partners and leverages their expertise; as well as the tools and resources neededActive and contributing member of the Customer Service Team Huddle and active participant in ongoing customer service trainingServes as a role model for peer group and new hiresMonitors and reviews performance to operational metrics, order processing, and service level reportingSources equal or alternative products as neededEstablishes vendor relationshipsHandles a fast pace, complex, and demanding requests to meet customer deadlinesSuggests cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities; reporting pricing inaccuraciesResponsible for researching and resolving complaints, product inquiries, or ordering to ensure customer retention and satisfactionOther duties as assignedReports to the Customer Service ManagerSKILLS AND EXPERIENCE REQUIRED:3+ years' customer service experience in Industrial Supplies or related field highly preferredIndustry knowledge desired but not requiredExcellent listening skills and the ability to empathize with customersThorough, organized, and systematic in approach to workEffectively manage work hours and demonstrate strong organizational skillsStrong verbal and written communication skillsSkilled at establishing and maintaining effective working relationshipsAbility to manage self in a fast-paced business environmentModerate to advanced skills in technologyPossess a "roll up your sleeves" approach to daily tasksProven ability to use operating systems and other third-party software to service customer needs effectively; including Microsoft Office (Word, Outlook, Excel, Teams) and Prophet21 (ERP)Professional maturity, integrity, and a positive attitudeStrong ability to work well under pressurePassionate, adaptable, customer focused, and team orientedStrong sense of urgency and accountabilityPHYSICAL/MENTAL REQUIREMENTS:Requires prolonged sitting, sometimes standing, bending, and walkingModerate to heavy use of hands in grasping, repetitive hand movement, and finger coordination in keeping records and using a keyboardSpeech and hearing to communicate effectively in group settings, one-on-one, and by telephoneHigh level of concentration, confidentiality, and organizationAbility to multi-taskREMOTE/HYBRID WORK REQUIREMENTS:In order to work remotely the Employee Must:Reside in the United States or CanadaHave access to high-speed reliable internet (with a minimum of 50 mbps for download speed and 50 mbps for upload speed)Have a quiet, dedicated workspace free from distractionEMPLOYMENT OPPORTUNITY INCLUDES:Competitive benefits, including: medical, dental, vision, life, STD & LTD insurance options, FSA, 401(k) and Profit SharingTarget compensation is $23 / hourCareer GrowthDGI Supply is an Equal Opportunity Employer. Candidates are subject to post-offer background checks and a drug screen.Work Location & Eligibility: This position is remote; however, eligible candidates must reside within approximately one hour of a DoALL location in one of the following states: Illinois (IL), Wisconsin (WI), Texas (TX), Louisiana (LA), Ohio (OH), Pennsylvania (PA), South Carolina (SC), Iowa (IA), Arkansas (AR), or Utah (UT). This proximity requirement supports occasional in-person meetings, team collaboration, or site visits as needed.