Customer Support Rep

• Base Pay $21.5 - $25.00 / Hour
• Job Category OFFICE
• Employee Type FT Non-Exempt

The Customer Support Representative plays a critical role in delivering an exceptional customer experience by accurately processing orders and providing timely, professional support to distributors, sales representatives, and end users. This role directly impacts customer satisfaction, retention, and the overall success of the business.

• Process customer orders and quotes across multiple channels including phone, email, web, fax, and EDI
• Ensure high accuracy with minimal errors in order entry and fulfillment
• Maintain a strong sense of urgency to support timely order processing

• Respond to inbound calls and inquiries from distributors, representatives, end users, and internal team members
• Provide product information, pricing, availability, and order status updates
• Deliver a consistently positive, professional customer experience

• Set up, maintain, and update customer accounts in partnership with Credit and Sales teams
• Ensure accuracy and completeness of all account information

• Investigate order discrepancies, shortages, and warranty claims
• Issue credits and process rebates accurately and in a timely manner
• Partner with internal departments to resolve customer concerns
• Communicate with potential distributors regarding application processes
• Coordinate with Sales Representatives to support account approvals and onboarding
• Process special requests from the Sales team, including custom products and kit setups
• Ensure orders are prepared and ready for processing within defined timelines

• Generate and run reports (e.g., ATP letters, rep commissions, new account letters)
• Maintain accurate records and documentation within internal systems

• High school diploma or GED required
• 2–3 years of customer service or related experience preferred

• Strong communication and interpersonal skills
• Excellent problem-solving and critical thinking abilities
• Ability to manage multiple tasks in a fast‑paced environment
• Proficiency with computers, including:
  • Order entry systems
  • Microsoft Excel
  • Email and internet tools
• Strong understanding (or ability to learn) of product offerings
• Office‑base role
• High level of computer and phone usage
• Requires sustained focus with frequent interruptions
• Minimal physical demands; primarily seated work
• Standard ergonomic considerations apply

This job description is intended to outline the general responsibilities of the role and is not an exhaustive list. Duties may evolve based on business needs, and employees may be asked to perform additional tasks as required.

• 401k with company matching.
• Company paid life insurance and paid short-term disability.