Customer Service Representative

Customer Service Representative Position Summary: The primary function of a customer service representative is to provide exceptional customer service to all customers and employees. The ideal candidate should thrive in a fast-paced, hands-on environment. Training on product knowledge of Professional Finishing Tools for the construction industry will be provided. Basic Qualifications: Ensure over the phone, face-to-face and or written communications with customers representing the company's culture, values and practices. Greet customers warmly and determine problems, orders, or other reasons for calling. Ability to ascertain when to pass on a customer's questions to appropriate staff for additional information. Ability to use company computer systems for order entry. Complete sales orders and tender cash sales. Develop product knowledge to assist customers with purchases. Maintain strong organizational skills and the ability to multitask in a fast-paced environment. Track open items and follow up in a timely manner until resolution. Demonstrate initiative, accountability, and problem-solving skills. Prioritize tasks effectively to meet daily operational and revenue deadlines. Fluency in English and Spanish required. Duties & Responsibilities: Ensure all communications with customers and team members reflect the company's culture, values, and standards by following established procedures, guidelines, and policies. Build sustainable relationships and trust with customer accounts through professional and proactive communication. Maintain professional relationships with customers, store managers, and internal team members. Promptly respond to incoming calls and emails. Make outbound calls to customers 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. Utilize internal systems and reporting tools to support order accuracy and business growth. Resolving issues, complaints, and inquiries from international clients via multiple channels. Tracking overseas shipments and resolving shipping/customs issues. Processing international orders, managing invoices, and building long-term client relationships. Adapting communication styles to navigate language barriers and cultural differences. Partnering with internal departments (logistics, sales, quality control) to ensure product availability and service delivery Process invoices through required programs. Create invoices Create RMA's/close RMA's Issue credits and apply to accounts when necessary Process customer payments accurately and in accordance with company procedures. Assist with pro service- repairs, quotes, calls, close tickets, collect payments post invoices daily submit invoices through portals create transactions such as inventory adjustments, create refurb tools, parts Systems & Technical Proficiency Demonstrate ability to quickly learn and navigate new systems as needed. Work across multiple company systems, including but not limited to: Sage 500 SPS Commerce NetSuite Teams Outlook FedEx Shipping System STAMPS Broussard SRM TT Portal CyberSource Zendesk Corcentric Core Competencies: Strive to do the right thing by displaying trust and integrity. Embody the principles of servant leadership, even in a non-people management role, by putting the needs of others first, valuing diverse perspectives by sincerely appreciating and considering others' opinions and ideas and demonstrating a positive and humble attitude. Demonstrated ability to work independently and on a team; while also collaborating with others to get the job done. Establish and maintain effective working relationships at every level of the organization; invest in building relationships with the Field Operations and Field Support Center team members. Ability to self-manage, show initiative, be proactive, and drive results. Communicate professionally, both verbally and in writing to coworkers and customers. Physical Requirements: Must be able to remain in a stationary position in an office environment 80% of the time. Will frequently move around inside the office to access files, office machinery, etc. and to/from warehouse. Must be able to operate basic office machinery. Must be able to communicate with team and management and be able to exchange accurate information in these situations. Required Cognitive Skills: Must be able to problem solve and prioritize tasks. Must be able to manage stress depending on deadlines and ongoing projects. Must be able to multitask. Must be able to receive and analyze information. Must be able to quickly communicate solutions if problems occur. Must be able to demonstrate a high degree of sound judgement and initiative. Benefits & Perks: Medical, Dental, Vision, Disability & Life Insurance Wellness Benefits 401(k) Retirement Plan Employee Stock Purchase Program Paid Holidays & Vacation Days Professional Growth Opportunities Development & Training Programs This job description is subject to change at any time. We value our team members and believe them to be our greatest assets. As such, we invest in training and strive to provide a work-life balance. Job Location: Ames Tool Corporation - Suwanee 1327 Northbrook Parkway Suite 400 Suwanee, GA 30024 ‎ As an Equal Employment Opportunity (EEO) employer SRS Distribution Inc., including all its subsidiaries, provides job opportunities to qualified individuals without regard to actual or perceived race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, uniform service, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws. If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position, please contact Human Resources at US: 855.556.3221, or by email to: HR@Help.SRSDistribution.com with the nature of your accommodation request and include the Business name, location and title of the job opening. Please allow one (1) business day for a reply. All employment offers are contingent upon successful completion of a background check and drug screen, as permitted by law. ‎ Medical, Dental, Vision, Disability & Life Insurance, Wellness Benefits, 401(k) Retirement Plan, Employee Stock Purchase Program, Paid Holidays & Vacation Days, Professional Growth Opportunities, Development & Training Programs. All benefits subject to eligibility. ‎‎ ‎ Should a Candidate be submitted to fill a position by a recruiting or staffing services agency ("Agency"), the Company has no obligation to pay the Agency any fee for submission, offer, placement or any service without a fully executed contract of service covering the engagement. Medical, Dental, Vision, Disability & Life Insurance Wellness Benefits 401(k) Retirement Plan Employee Stock Purchase Program Paid Holidays & Vacation Days Professional Growth Opportunities Development & Training Programs Founded in 1971, GMS operates a network of more than 320 distribution centers with extensive product offerings of Wallboard, Ceilings, Steel Framing and Complementary Products. Additionally, GMS operates nearly 100 tool sales, rental and service centers, providing a comprehensive selection of building products and solutions for its residential and commercial contractor customer base across the United States and Canada. In addition to our commitment to delivering exceptional customer service, GMS also fosters a unique employee culture that combines a results-driven environment with a highly entrepreneurial, self-starter attitude. We are committed to conducting our business in a manner that aligns with our values of humility, mutual respect, service to others, and the guiding principle that "you can never go wrong doing the right thing." GMS is a subsidiary of SRS Distribution, a wholly owned subsidiary of The Home Depot. For more information, please visit www.gms.com. As an Equal Employment Opportunity (EEO) employer SRS Distribution Inc., including all its subsidiaries, provides job opportunities to qualified individuals without regard to actual or perceived race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, uniform service, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws. If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position, please contact Human Resources at US: 855.556.3221, or by email to: HR@Help.SRSDistribution.com with the nature of your accommodation request and include the Business name, location and title of the job opening. Please allow one (1) business day for a reply. All employment offers are contingent upon successful completion of a background check and drug screen, as permitted by law.