Customer Service Representative

545 Washington Street, Wrentham, MA, 02093,

The Customer Service Representative serves as the primary point of contact for customers, delivering exceptional service by addressing inquiries, resolving issues, and ensuring order accuracy. This role collaborates closely with supply chain and warehouse teams to support timely order fulfillment and maintain strong customer relationships. The ideal candidate is proactive, communicative, and committed to enhancing the overall customer experience.

• Deliver excellent customer service to internal and external customers by understanding and exceeding their needs.
• Build trust through open and effective communication.
• Support management in promoting superior customer service company-wide.
• Handle customer inquiries via phone, email, letter, and in person courteously and efficiently.
• Monitor purchase order (PO) and sales order (SO) statuses and inventory daily using Syspro.
• Collaborate with the Supply Chain team to meet or exceed Order Fill Rate (OFR) and On-Time Delivery (OTD) KPIs.
• Resolve complaints promptly, providing solutions and following up to ensure satisfaction.
• Coordinate with warehouse management and developers to ensure timely completion of requests.
• Process and follow up on customer purchase orders and return authorizations.
• Maintain accurate records of sales orders, returns, and customer communications per company policies.
• Suggest improvements to customer service processes.
• Proactively learn about products and services, seek additional responsibilities, and collaborate effectively.
• Adhere to communication procedures, guidelines, and company policies.
• Perform other duties as assigned.

• Minimum two years’ experience in customer service or call centers.
• Proficient in MS Office (Outlook, Excel, Word).
• Knowledge of ERP systems is a plus.
• Excellent English verbal and written communication skills required.

This position operates in a professional office setting with frequent use of standard office equipment such as computers, phones, and printers. Occasional collaboration with warehouse or operations teams may require brief exposure to non-office environments.

The employee regularly sits, talks, or hears. The role involves frequent use of hands to type, handle, or feel, and occasional standing or walking. Light lifting of office materials (up to 15 pounds) may be required. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

This is a full-time onsite position, typically Monday through Friday, during standard business hours (e.g., 8:00 AM – 5:00 PM). Occasional overtime may be required to meet business needs.

Massachusetts Pay Transparency
$21 - $24 USD

• Medical
• Dental
• Vision
• Employer Paid Basic Employee Life and AD&D Insurance
• Employer Paid Long Term Disability
• Flexible Spending Accounts
• Voluntary Short-Term Disability
• Voluntary Life and AD&D Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness Insurance

At Construction Resources, our people are the driving force behind everything we do. Construction Resources is an equal opportunity employer that aspires to be the best in the business by building an associate experience that celebrates growth, development, and purpose.