Customer Service Representative

Position Summary The primary function of a customer service representative is to provide exceptional customer service to all customers and employees. The ideal candidate should thrive in a fast-paced, hands-on environment. Training on product knowledge of Professional Finishing Tools for the construction industry will be provided.

• Ensure over the phone, face-to-face and/or written communications with customers representing the company’s culture, values and practices.
• Greet customers warmly and determine problems, orders, or other reasons for calling.
• Ability to ascertain when to pass on a customer’s questions to appropriate staff for additional information.
• Ability to use company computer systems for order entry.
• Complete sales orders and tender cash sales.
• Develop product knowledge to assist customers with purchases.
• Maintain strong organizational skills and the ability to multitask in a fast-paced environment.
• Track open items and follow up in a timely manner until resolution.
• Demonstrate initiative, accountability, and problem-solving skills.
• Prioritize tasks effectively to meet daily operational and revenue deadlines.
• Fluency in English and Spanish required.

• Ensure all communications with customers and team members reflect the company’s culture, values, and standards by following established procedures, guidelines, and policies.
• Build sustainable relationships and trust with customer accounts through professional and proactive communication.
• Maintain professional relationships with customers, store managers, and internal team members.
• Promptly respond to incoming calls and emails.
• Make outbound calls to customers regarding orders, issue resolution, and repairs.
• Provide product information, pricing quotes, order updates, and general support.
• Research to effectively assist and educate customers.
• Accurately enter and maintain customer orders to ensure timely shipment.
• Review and monitor open orders daily to prevent delays.
• Establish shipping priorities aligned with company objectives.
• Verify pricing accuracy and ensure all order details match customer documentation.
• Maintain clean, accurate, and organized order records.
• Utilize internal systems and reporting tools to support order accuracy and business growth.
• Resolve issues, complaints, and inquiries from international clients via multiple channels.
• Track overseas shipments and resolve shipping/customs issues.
• Process international orders, manage invoices, and build long-term client relationships.
• Adapt communication styles to navigate language barriers and cultural differences.
• Partner with internal departments (logistics, sales, quality control) to ensure product availability and service delivery.
• Process invoices through required programs.
• Create invoices.
• Create RMAs/close RMAs.
• Issue credits and apply to accounts when necessary.
• Process customer payments accurately and in accordance with company procedures.
• Assist with pro service—repairs, quotes, calls, close tickets, collect payments.
• Post invoices daily.
• Submit invoices through portals.
• Create transactions such as inventory adjustments, create refurb tools, parts.

Demonstrate ability to quickly learn and navigate new systems as needed. Work across multiple company systems, including but not limited to:

• Sage 500
• SPS Commerce
• Net Suite
• Teams
• Outlook
• Fed Ex Shipping System
• STAMPS
• Broussard
• SRM
• TT Portal
• Cyber Source
• Zendesk
• Corcentric

• Strive to do the right thing by displaying trust and integrity.
• Embody the principles of servant leadership, even in a non-people management role, by putting the needs of others first, valuing diverse perspectives, and demonstrating a positive and humble attitude.
• Demonstrated ability to work independently and on a team while collaborating with others to get the job done.
• Establish and maintain effective working relationships at every level of the organization; invest in building relationships with the Field Operations and Field Support Center team members.
• Help champion an inclusive working environment; empower others to bring their full selves to the workplace; celebrate, welcome, and value the different…