Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE I, II, III JOB DESCRIPTION Mission of the Role

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.

• 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.

• 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; elevate 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

• 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…