Customer Service Associate

Customer Service Associates handle customer service inquiries, quotations, order entry, order changes, delivery follow-up, documentation, and related customer support activities through phone, email, fax, walk-in, and business system channels. This role supports customers, suppliers, and internal teams by gathering information, recording and tracking requests, researching routine to moderately complex issues, and communicating timely updates. Work is performed under general supervision using established procedures, with more complex or non-standard matters escalated to higher-level team members, supervisors, or managers.

Salary: $23 - $28 Hourly | DOE

• Respond to routine to moderately complex customer inquiries, requests for quotations, purchase orders, order changes, adjustments, cancellations, delivery questions, documentation needs, and service concerns through phone, email, fax, walk-in, and business system channels.
• Prepare quotations for standard and non-standard items, enter and update orders, and relay accurate quote, order, pricing, availability, and lead-time information to customers, suppliers, and internal partners.
• Use ERP and other computerized systems to retrieve customer information, track requests, gather order and inventory status, document activity, and support troubleshooting and follow-up.
• Coordinate with sales, warehouse, suppliers, purchasing, accounts receivable, and other departments to support customer satisfaction, order accuracy, delivery commitments, and timely resolution of service issues.
• Assess customer needs within assigned scope and suggest appropriate products, services, alternatives, or next steps when supported by established procedures and available information.
• Research and resolve routine customer service issues using judgment, available resources, and standard processes; escalated more complex, technical, pricing, delivery, or non-standard matters to appropriate higher-level resources.
• Maintain accurate records and required documentation, including quotations, order notes, customer communications, delivery updates, and supporting materials.
• Build and maintain positive customer relationships by communicating professionally, following up timely, and supporting consistent, ethical customer service practices.
• Support the Outside Sales Team and branch operations by providing order status, account information, documentation, and customer service support as needed.
• Identify recurring customer service, order, documentation, or process issues and share observations or improvement ideas with supervisors or managers.
• Maintain a safe, clean, and organized work area and adhere to applicable safety guidelines, company policies, and standard operating procedures.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• High school diploma or equivalent required; additional coursework, certification, or training in business, customer service, supply chain, technical products, or a related field preferred.
• Customer service, inside sales support, order management, administrative support, distribution, manufacturing, or technical product support experience preferred.
• Performs work under general supervision, applying established procedures, practical judgment, and solid working knowledge to complete routine to moderately complex assignments.
• Recognizes when issues require escalation and refers more complex, technical, non-standard, or policy-sensitive matters to higher-level staff, supervisors, or managers.

• Solid working knowledge of customer service practices, quote-to-order processes, ERP or business systems, order tracking, documentation requirements, and basic pricing, availability, and delivery coordination.
• General knowledge of MFCP products, services, organizational resources, supplier relationships, internal departments, and standard operating procedures sufficient to support customers and internal partners effectively.
• Strong customer/client orientation with the ability to build rapport, listen effectively, assess customer needs, follow up timely, and support positive customer experiences.
• Effective oral and written communication skills, including the ability to gather information, explain order status, document…