Customer Service Rep. (CSR)

As a Customer Service Representative (CSR), you will be the frontline connection for both internal and external customers, delivering outstanding service by leveraging your knowledge of our products, programs, and internal resources. Based in a distribution branch setting, this role offers a dynamic mix of responsibilities across customer service, inside sales, warehouse operations, and administrative support.

This is an excellent opportunity for individuals looking to grow within a well-established organization. A background in industrial insulation, building materials, or the plumbing/HVAC industry is highly preferred.

Key Responsibilities

• Build and maintain strong customer relationships via phone, email, fax, and in-person interactions

• Receive and process sales calls, quote requests, and product orders through to delivery

• Take ownership of customer inquiries and provide timely, effective solutions

• Manage a high volume of customer inquiries while maintaining accuracy and professionalism

• Work independently and efficiently to meet deadlines and respond to multiple customer service needs simultaneously

• Quote, follow up, and track lost sales reports; expedite all customer orders and issues

• Collaborate with outside sales, purchasing, billing, warehouse, and management teams

• Maintain up-to-date knowledge of inventory levels, pricing, and product availability

• Coordinate delivery logistics and trucking routes to meet customer expectations

• Negotiate quotes and proposals with customers

• Support credit and receivables by contacting customers about late payments or invoicing issues and report status to the Accounts Receivable team

• Occasionally accompany sales representatives on client visits

• Handle product returns in accordance with company policy

• Arrange direct or expedited deliveries to resolve customer issues

• Process credit card transactions

• Assist with physical inventory and participate in regular cycle counts

• Perform light warehouse duties including forklift operation, picking, and packing orders

• Participate in special projects or tasks as assigned by management

Qualifications & Skills

• 1–2 years of B2B sales or customer service experience, preferably in industrial distribution

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.)

• Strong communication, organizational, multitasking, and time management abilities

• Excellent problem-solving and consultative skills

• Self-motivated and able to thrive in a fast-paced, team-oriented environment

• Basic math skills required – including addition, subtraction, multiplication, and division

• Ability to work with fractions (e.g., measuring, converting, or reading fractional values)

Physical Requirements

Must be able to tolerate exposure to fiberglass insulation, including airborne particles—PPE (personal protective equipment) will be provided

• Work is primarily in an office setting and in a non-climate-controlled warehouse

• Activities include standing, sitting, walking, climbing stairs, balancing, kneeling, reaching, and lifting up to 40 lbs

• May be required to climb ladders or step stools to access product shelving

• Ability to operate or work near warehouse equipment, including pallet jacks and forklifts (training provided if necessary)

• Reasonable accommodations can be made to support individuals with disabilities in performing essential job functions