A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
The Customer Support Specialist plays a key role in delivering exceptional service to Acme's customers by building trust-based relationships and ensuring a smooth, accurate order experience. This position manages a range of responsibilities including order entry, customer inquiries, problem resolution, delivery communication and account management, while supporting the company's commitment to building partnership over customer service. Order Lifecycle Management Accurately enter and manage sales orders from initiation to completion, maintaining high attention to detail. Maintain all Inside Sales queues daily, including Trouble, Remote Order Entry, Will Call, Invoice Preview, and Open Order Status Review. Proactively communicate with customers regarding delays, issues, and backorders; maintains regular updates on will call orders (bi-weekly). Complete all documentation accurately and in a timely manner. Use tools such as Eclipse, Revalgo, vendor catalogs, and industry websites and contacts to support order processing and product sourcing. Coordinate pricing on bids over $2,000.00 with Outside Sales or Branch Management. Partnership Level Service Deliver service in alignment with Acme's Customer Partnership Program; maintain an average call score of 80 or higher. Consistently goes above and beyond to anticipate customer needs, resolve issues, and deliver personalized service that exceeds expectations. Collect and verify complete customer information, including contact and delivery details. Assist customers with product selection by identifying needs through active listening and thoughtful questioning. Responds promptly to customer inquiries and directs them to relevant Acme services when needed. Is able to communicate and understand basic Core Services provided at Acme (AIMS, Rental, Fabrication, Technical Sales, and Kitting). Is able to meet or exceed SOPs related to POD response time (if applicable). General Responsibilities Greet and assist all customers with professionalism and a positive attitude. Maintain a neat and professional appearance that reflects Acme's standards of service and credibility. Ensure that the work area is consistently clean, organized, and free of clutter to support efficiency, safety, and a welcoming environment. Manage multiple customer interactions simultaneously while upholding service quality. Build strong working relationships with customers, coworkers, and vendors. Address customer concerns promptly and communicate issues to the Branch Manager as needed. Support warehouse operations as needed, following the Material Handling Job Description (if applicable). Follow all directives issued by the Branch Manager and Regional Manager.
Skills:
Technical Qualifications/Experience Minimum 2 years of customer service or inside sales experience, or other work related experience(Acme experience preferred). Completion of Acme University 100 series trainings. Experience with ERP systems (Eclipse preferred). Demonstrates proficiency in Microsoft Office such as Outlook and Excel. Demonstrates proficiency in basic computer functions, including accurate typing, use of spell check and grammar tools, and navigating standard software applications. Familiarity with construction supply products is a plus.
Traits:
Behavior & Competencies Active Listening:
Ability to fully engage with customers and respond effectively.
Customer Focus:
Go above and beyond to provide proactive, tailored support.
Time Management:
Efficiently prioritize tasks and manage workload.
Conflict Resolution:
Handle concerns with diplomacy and clarity.
Working Conditions:
Physical Requirements Regularly required to sit, walk, talk, hear, and use hands for typing, grasping, and handling office equipment. Occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. May be required to remain in a stationary position for extended periods of time while on the telephone, or while operating or using office equipment and computers, or while writing; May be required to move or traverse considerable distances in the facility during the course of a work day. Work takes place in both office and warehouse environments.
