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 Supply One’s 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 policyCSR 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…