Customer Service Representative

Mission of the Role (What you will be doing)

The Customer Service Representative (CSR) provides consistent, high-quality customer experience and models exceptional service to create lasting partnerships by putting customers first. As a key relationship and communication link between the customer, sales, and operations teams, the CSR supports order processing, quoting, inventory coordination, and customer support to ensure timely, accurate, and in-spec delivery of products and services.

CSR levels are distinguished by scope, complexity, autonomy, and the type of customer portfolio supported. CSR I focuses on foundational customer support and order entry with close guidance. CSR II independently manages a defined book of business, protects gross profit margins through pricing/spec accuracy, and resolves most issues with limited support. CSR III serves as a senior resource, handling the most complex accounts and escalations, coaching others, and partnering closely with Sales and Operations to drive customer retention and growth across SupplyOnes core product categories.

Customer Service Representative Levels (I, II, III) (How the role scales by level)

- CSR I (Entry) – Executes standard processes (order entry, basic quoting, customer inquiries) with training and oversight; escalates non-routine issues; builds product, system, and policy knowledge.

- CSR II (Intermediate) – Independently manages day-to-day support for assigned customers/house accounts; coordinates across departments to meet DIFOTIS expectations; maintains pricing/spec accuracy and protects margin; resolves most issues without assistance.

- CSR III (Senior) – Leads support for complex/high-impact accounts; owns escalations and root-cause follow-up; mentors/trains CSRs; drives process improvement and proactively identifies revenue, retention, and service-risk opportunities in partnership with Sales and Operations.

CSR I — Key Duties & Accountabilities (Entry level)

Key Duties & Accountabilities

Essential Functions

- Enter and confirm customer orders accurately on the day received, following standard procedures

- Generate basic/standard quotes within 24–48 hours with guidance as needed

- Respond to customer calls and emails promptly; route non-routine requests to the appropriate resource

- Maintain customer records and update the digital filing system daily

- Learn and follow pricing, specification, and inventory processes; escalate exceptions and margin concerns

- Use phone/email etiquette standards; answer phones by the 3rd ring when assigned coverage

- Follow documented workflows for order entry, order acknowledgement, and basic issue tracking

- Support new item set-up activities (e.g., tapoffs, proof routing/approval) with supervision

- Escalate service issues, spec questions, credit/payment concerns, and expedited requests per policy

CSR II — Key Duties & Accountabilities (Intermediate level)

Key Duties & Accountabilities

Essential Functions

- Process and confirm orders and/or communicate what needs to be ordered, the day they are received

- Generate standard quotes within 24 - 48 hours of receipt

- Answer phones by the 3rd ring, and all emails by the end of each day

- Build, maintain, and keep price lists current to protect and maintain GP margins

- Monitor customer order history to maintain GP margins

- Build accurate specs and inventory items within 24-48 hours

- Resolve customer problems and elevate issues immediately to an acceptable, timely, and appropriate resolution

- Monitor customer min/max, open orders, back orders, and inventory levels alerting customers immediately to changes to deliver in full, on time, and in spec (DIFOTIS)

- Must frequently use independent discretion, judgment, and decision-making skills to achieve quality and performance standards in a fast-paced environment

- Serve as liaison with sales, purchasing, design, manufacturing and shipping

- Proactively manage inbound leads and house accounts by identifying customer needs, recommending suitable products, and guiding them through the sales process.

- Support outside sales efforts by preparing sales materials, sharing customer insights, and assisting with quotes and order follow-ups.

- Update digital filing system daily.

- Prepare proposals and miscellaneous correspondence

- Facilitate new item set up including tapoffs, proof approval etc.

- Maintain thorough customer records

- Monitor and resolve slow payment issues

- Assist with slow-moving inventory

- Expedite material based on customer needs

- Upsell and cross-sell where appropriate by understanding customer applications and offering tailored solutions.

- Follow up on open quotes, lost opportunities, and past customer activity to generate new sales and strengthen account relationships.

CSR III — Key Duties & Accountabilities (Senior level)

Key Duties & Accountabilities

Essential Functions

- Own service for complex/high-impact accounts, including multi-site programs, custom specs, and high-volume order flow

- Lead escalations end-to-end (service failures, quality issues, pricing disputes), drive root cause actions, and communicate outcomes to stakeholders

- Serve as a pricing/spec margin guardian for the team; review exceptions and coach CSRs on accuracy and profitability

- Partner with Sales and Operations to identify retention risks, growth opportunities, and improvements to DIFOTIS performance

- Mentor/train CSR I and CSR II; support onboarding, job aids, and process improvement initiatives

- Provide expert guidance on proposals, new item set up, and complex specs/proof workflows; ensure cross-functional alignment

- Coordinate with Purchasing/Manufacturing/Shipping to mitigate constraints, expedite when necessary, and proactively manage customer expectations

- Review slow payment/credit issues with Finance and support resolution plans while protecting customer relationships

- Drive continuous improvement: analyze recurring issues, recommend corrective actions, and help standardize best practices

Organizational Core Values (Behaviors and values that are essential to be successful in our environment)

- PEOPLE FIRST – Culture, Trust and Respect. Growth, Development. Collaborative, Accountable, Transparent.

- UNIQUE CUSTOMER SOLUTIONS – Listen, Understand. Innovate. Be Entrepreneurial.

- GROWTH FOCUS – S1 Results Driven. Continuous Improvement. Commercial Orientation.

- PASSION TO SERVE – Responsive to Customers. Servant Leadership. Empathetic, Compassionate, Sense of Urgency.

- AGILITY – Nimble, Flexible, Resilient. Open, Creative. Embrace Change.

Qualifications

Educational/Training Requirements/Experience (What your background should look like)

- High School diploma/GED

- Bachelors degree in Business Administration, Supply Chain Management, Communications or related field or equivalent work experience preferred

- Customer service experience preferred; level placement is based on demonstrated capability and scope of prior experience

- Typical experience guidelines: CSR I: 0–2 years; CSR II: 2–5 years; CSR III: 5+ years (or equivalent experience managing complex accounts/escalations)

- Experience in manufacturing, distribution, packaging, or a related B2B environment preferred

Minimum Skills, Knowledge & Ability Requirements

- Strong organizational skills; ability to prioritize tasks

- Demonstrated initiative in personal professional development

- Basic arithmetic including gross profit calculations

- Attention to detail and accuracy

- Proficiency in Microsoft Office including Excel, Word, PowerPoint and Outlook

- Ability to communicate effectively in writing, verbally over the phone, and in person

- Maintain regular and punctual attendance