Job Purpose
The Customer Service Representative serves as a primary point of contact for BITEC's sales representatives, distributors, contractors, and other customers. This position is responsible for delivering exceptional customer service by managing the complete order lifecycle, responding to customer inquiries, resolving issues, and coordinating with internal departments to ensure timely and accurate order fulfillment. The Customer Service Representative utilizes the company's ERP and CRM systems to maintain accurate customer and order information while supporting the sales organization and contributing to a positive customer experience.
Main Duties and Responsibilities
- Serve as the primary customer service contact for assigned sales representatives, distributors, contractors, and customers through phone, email, and other communication channels.
- Manage the complete order management process, including order entry, order verification, order modifications, backorders, returns, credits, and order follow-up through shipment and delivery.
- Process customer orders accurately and efficiently within the company's ERP system while ensuring pricing, product availability, shipping requirements, and customer-specific requirements are met.
- Respond promptly and professionally to inquiries regarding product availability, pricing, lead times, order status, shipping information, invoices, and company policies.
- Coordinate with Sales, Manufacturing, Planning, Logistics, Technical Services, Accounting, and other internal departments to resolve customer issues and ensure customer expectations are met.
- Proactively communicate order status, delays, shipment updates, and other critical information to customers and the sales organization.
- Investigate and resolve customer concerns, order discrepancies, shipping issues, and product-related questions, escalating issues to the Customer Service Manager when appropriate.
- Monitor inventory levels for resale items and coordinate replenishment when established minimum inventory levels are reached.
- Assist in maintaining customer pricing, customer records, and related master data within the ERP systems.
- Support the sales organization by preparing quotes, gathering order information, providing customer documentation, and assisting with administrative requests.
- Identify opportunities to improve customer service processes, order management procedures, system utilization, and overall operational efficiency.
- Maintain a working knowledge of BITEC products, roofing systems, programs, and company policies to effectively support customers and the sales organization.
- Perform other duties and responsibilities as assigned.
Physical Requirements
- Ability to communicate clearly, professionally, and effectively in person, by telephone, and through written correspondence.
- Ability to remain seated and perform computer-based work for extended periods.
- Ability to operate standard office equipment, including computers, telephones, printers, scanners, and copiers.
- Ability to maintain regular, predictable, and punctual attendance.
Qualifications, Required Skills, and Competencies
- High school diploma or equivalent required; associate degree or additional post-secondary education preferred.
- Two or more years of customer service, order management, inside sales support, or related experience in a manufacturing or distribution environment preferred.
- Experience utilizing ERP systems for order entry, order management, and customer account maintenance.
- Experience utilizing CRM software (HubSpot or similar) to maintain customer records and communication history is a plus.
- Strong computer skills with proficiency in Microsoft Office Suite (Outlook, Excel, Word, and Teams).
- Excellent organizational skills with exceptional attention to detail and accuracy.
- Strong verbal, written, and interpersonal communication skills.
- Ability to manage multiple priorities while maintaining a high level of accuracy in a fast-paced environment.
- Strong problem-solving and critical thinking skills with the ability to resolve customer concerns professionally.
- Demonstrated ability to collaborate effectively with cross-functional teams including Sales, Manufacturing, Logistics, Accounting, and Technical Services.
- Self-motivated with the ability to work independently while contributing positively to a team environment.
- Demonstrates professionalism, integrity, dependability, and a strong commitment to delivering an outstanding customer experience.
Pay: $18.00 - $21.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience:
- Customer Service: 2 years (Preferred)
Work Location: In person
