Customer Support Rep

• Base Pay $21.50 - $25.00 / Hour
• Job Category OFFICE
• Employee Type FT Non-Exempt

Key Responsibilities

Order & Quote Processing (Primary Function)

• 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

Customer Support & Communication

• 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

Account Management

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

Issue Resolution & Investigations

• 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

Reporting & Administrative Tasks

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

Success Measures

• High order accuracy with minimal errors
• Positive feedback from customers and internal partners
• Timely resolution of customer issues and requests
• Effective communication and follow-through on all inquiries
• Strong collaboration with internal teams

Qualifications

Education & Experience

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

Knowledge & Skills

• Strong communication and interpersonal skills
• HVAC Chemical & Pump experience a plus
• 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

Benefits and Perks:

The Malco Group recognizes the importance of offering comprehensive benefits and perks to its employees, including:

· 401k with company matching.

· Company paid life insurance and paid short-term disability.

· Paid time off

Summary

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.