Customer Service Representative

Customer Service Representative Position Summary

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

• Ensures over the phone, face‑to‑face or written communications with customers represent the company’s culture, values and practices.
• Greets customers warmly and determines problems, orders, or other reasons for calling.
• Assesses when to pass customer questions to appropriate staff for additional information.
• Uses company computer systems for order entry.
• Completes sales orders and tender cash sales.
• Develops product knowledge to assist customers with purchases.
• Maintains strong organizational skills and multitasks in a fast‑paced environment.
• Tracks open items and follows up timely until resolution.
• Demonstrates initiative, accountability and problem‑solving skills.
• Prioritizes tasks 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.

• Build sustainable relationships and trust with customer accounts through professional and proactive communication.
• Maintain professional relationships with customers, store managers and internal team members.
• Respond promptly to incoming calls and emails.
• Make outbound calls 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.
• Use 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 logistics, sales, quality control to ensure product availability and service delivery.
• Process invoices through required programs and create/RMA/close RMAs, issue credits and apply to accounts when necessary.
• Process customer payments accurately and per company procedures.
• Assist with pro‑service repairs, quotes, calls, close tickets, collect payments post‑invoices and submit invoices through portals.
• Create transactions such as inventory adjustments and refurb tools parts systems.

Demonstrate ability to quickly learn and navigate new systems and work across multiple company systems, including Sage 500, SPS Commerce, Net Suite, Teams, Outlook, Fed Ex Shipping System, STAMPS, Broussard, SRM, TT Portal, Cyber Source, Zendesk, Corcentric, Core.

• Strive to do the right thing by displaying trust and integrity.
• Embody servant leadership, putting others first, valuing diverse perspectives.
• Work independently and on a team, collaborating to get the job done.
• Build effective relationships at all organizational levels.
• Champion an inclusive working environment, valuing diverse backgrounds.
• Self‑manage, show initiative, be proactive and drive results.
• Communicate professionally, both verbally and in writing to coworkers and customers.

Must remain stationary in an office environment 80% of the time, move around inside the office, access files and office machinery, and occasionally to/from the warehouse. Must operate basic office machinery and communicate accurate information with team and management.

• Problem‑solve and prioritize tasks, manage stress, multitask, receive and analyze information.
• Communicate solutions…