Order Management & Customer Service Rep - Wholesale Distribution

Applicants must have at least 1 year of customer service experience in a B2B, wholesale distribution, manufacturing, or office-based order management environment. Candidates with retail, food service, hospitality, or consumer-facing only backgrounds will not be considered. This is a full-time, in-person role located in Wichita Falls, TX. Remote work is not available, and candidates must live within reliable commuting distance. Job Summary Empire Paper Company is seeking a reliable, customer-focused Customer Service Representative I to join our Customer Service team. This is a hands-on, frontline role responsible for delivering exceptional customer service in a fast-paced distribution environment. You will process customer orders, handle high-volume phone calls and emails, troubleshoot issues, manage quotes and returns, and proactively support sales growth while building strong customer relationships. In this position, you will work directly with customers and collaborate with internal teams (Sales, Purchasing, Contracts, and Accounting) to ensure accurate order entry, timely fulfillment, and quick resolution of inquiries. You will maintain product knowledge, utilize suggestive selling techniques, coordinate product samples, and handle administrative tasks such as Proof of Delivery (POD) filing and customer information maintenance. If you are detail-oriented, a strong communicator, and thrive in a team environment where you can make an immediate impact, this is an excellent opportunity to grow your career with a stable, customer-driven company. Responsibilities Manage a high volume of inbound phone calls and emails with professionalism and clarity across all customer and sales interactions Process customer orders accurately and efficiently while monitoring open order reports to ensure timely fulfillment Enter, revise, and update customer quotes in the system Issue return authorizations and process credits in accordance with company policies Email or fax invoices and credit memos to customers as needed File and maintain all Proof of Delivery (POD) records and distribute documents to customers or internal teams upon request Resolve basic customer inquiries and complaints, coordinating with relevant departments when necessary Utilize suggestive selling techniques to enhance customer orders and drive sales growth Coordinate and send product samples to customers as required Collaborate with the Contracts team to secure favorable pricing and with the Purchasing department to obtain item availability, ETAs, and product details Collect information for web user setup and maintain accurate customer contacts and credit card information Navigate multiple software applications (CRM/ERP systems) and research solutions efficiently Maintain up-to-date knowledge of company products and services Multitask, prioritize, and manage time effectively to meet deadlines and exceed customer expectations Qualifications High School diploma or equivalent (GED) required At least 1 year of customer service experience, preferably in distribution or manufacturing Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook) Experience with CRM or ERP systems is preferred Strong written and verbal communication skills Excellent multitasking, time-management, and problem-solving abilities Consistent and reliable attendance Ability to work effectively in a fast-paced team environment Empire Paper Company is a fourth-generation, family-owned business that has been an integral part of the Wichita Falls community for 100 years. We offer a supportive and stable work environment with great people who value teamwork, long-term career growth, and a positive company culture. If you are detail-oriented, a strong communicator, and thrive in a team setting where you can make an immediate impact, we invite you to apply and become part of our legacy!

Pay:

$15.00 - $17.00 per hour

Benefits:

401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person