About Us:
At Superior Saw & Supply, we excel in providing top-notch saw blade and tool sharpening services, made to order bandsaws, and hardware sales. Our mission is to not just meet, but exceed customer expectations. We believe it’s the little things that make a big difference, and we are dedicated to delivering exceptional quality and service in every detail.
Job Title: Customer Service Specialist / Bookkeeper (Front Desk / Storefront)
The Customer Service Specialist / Bookkeeper serves as the primary owner of the customer-facing experience and supports core financial and bookkeeping operations at Superior Saw & Supply. This role is responsible for managing customer accounts, processing invoices and payments, maintaining accurate financial and operational records, providing product and service expertise, maintaining the storefront, supporting sales execution, and acting as a key communication bridge between customers, route drivers, management, and vendors.
This position carries direct responsibility for accuracy, professionalism, revenue support, bookkeeping integrity, and the condition and performance of the storefront and customer communications. The role requires strong organizational skills, attention to detail, operational awareness, confidentiality, and the ability to manage multiple responsibilities in a fast-paced environment.
Key Responsibilities
- Serve as the primary point of contact for customer accounts, inquiries, service requests, and day-to-day customer communication.
- Prepare and manage customer estimates, invoices, statements, payment records, and account documentation accurately and timely.
- Process customer payments in person, by phone, per email, per invoice, or through recurring payment arrangements while maintaining accurate financial and customer account records.
- Provide expert guidance on Company products and services and actively support sales efforts in alignment with Company pricing, sales practices, and customer service standards.
- Act as the frontline source of accurate information regarding Company services, pricing structures, turnaround times, processes, and operational updates.
- Work with management and route drivers to develop, update, and distribute sales flyers, service notices, and business information materials.
- Maintain ownership of the storefront, including cleanliness, organization, merchandising, inventory presentation, and overall customer-facing appearance.
- Manage storefront inventory, including counting, restocking, tracking discrepancies, verifying incoming items, and reporting inventory or operational issues promptly.
- Coordinate with shop staff, route drivers, vendors, and management to support accurate order processing, customer communication, operational workflow, and service execution.
- Assist with shipping and receiving activities related to storefront operations, customer orders, and vendor deliveries.
- Maintain accurate bookkeeping support records using QuickBooks and other approved systems, including accounts payable support, accounts receivable support, invoice reconciliation, payment tracking, vendor records, and organized financial documentation.
- Support month-end bookkeeping, reporting, payroll-related administrative functions, and other financial or operational support tasks as assigned.
- Protect Company funds, customer information, financial data, inventory, and Company assets through accurate documentation, sound judgment, professionalism, and confidentiality.
- Identify inefficiencies, service gaps, bookkeeping discrepancies, sales opportunities, or operational improvement opportunities and communicate them promptly to management.
- Follow all Company policies, procedures, bookkeeping standards, operational standards, safety expectations, and sales practices.
Required Skills & Qualifications
- High school diploma or equivalent required.
- Previous customer service, administrative support, bookkeeping, or office operations experience preferred.
- Additional education in bookkeeping, accounting, business administration, customer service, or office administration is preferred but not required.
- QuickBooks certification or experience with similar accounting software is preferred.
- Strong organizational skills and attention to detail.
- Ability to manage multiple responsibilities efficiently in a fast-paced environment.
- Strong verbal and written communication skills.
- Comfortable handling customer accounts, invoices, and payment processing.
- Ability to maintain confidentiality and protect sensitive financial information.
- Basic computer proficiency, including Microsoft Office and email communication.
- Positive attitude, professionalism, and willingness to learn and adapt.
- Experience with inventory management, shipping/receiving, or operational support is preferred.
- Knowledge of saw blades, woodworking, metalworking, or industrial supply environments is a plus.
Performance Expectations
- Deliver consistent, professional, and knowledgeable customer service.
- Maintain high accuracy in invoicing, payments, and account records.
- Uphold Company sales standards, messaging, and pricing discipline.
- Ensure customers receive accurate, consistent information at all times.
- Maintain a clean, organized, and customer-ready storefront at all times.
- Support revenue growth through effective selling, customer education, and relationship management.
- Use Company time efficiently and manage multiple responsibilities effectively.
- Protect Company funds, inventory, customer data, and assets.
- Maintain reliable attendance and punctuality.
Role Ownership and Accountability
This role carries responsibility for customer account accuracy, payment processing, storefront condition, inventory integrity, and the quality and consistency of customer-facing information. The Customer Service Specialist is expected to take full ownership of assigned accounts, storefront presentation, and customer communications, exercise sound judgment, and communicate issues promptly. Failure to meet performance expectations, maintain accuracy, protect Company assets, or uphold sales and communication standards may be treated as a performance concern.
Continuous Improvement and Growth
Customer Service Specialists are expected to identify inefficiencies, service gaps, sales opportunities, and improvement opportunities related to customer accounts, storefront operations, sales materials, and customer communication processes. Participation in continuous improvement efforts is an expectation of this role.
Performance-Based Growth and Opportunity
Superior Saw & Supply values accountability, product knowledge, customer focus, and results. Customer Service Specialists who consistently demonstrate strong performance, sales effectiveness, reliability, and contribution to operational and revenue goals may be considered for additional responsibility, skill development, or advancement as business needs allow. Nothing in this section guarantees promotion, increased compensation, incentives, or continued employment.
Performance Evaluation Considerations
Performance evaluations may consider customer satisfaction, account accuracy, payment processing accuracy, sales effectiveness, inventory accuracy, storefront condition, quality of customer communication, contribution to marketing and sales materials, and reliability.
At-Will Employment
Employment with Madlock LLC d/b/a Superior Saw & Supply is at-will and may be terminated at any time, with or without cause or notice, subject to applicable law.
Job Type: Full-time
Pay: $19.00 - $24.00 per hour
Experience:
- Woodworking: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Ability to Commute:
- Tacoma, WA 98402 (Required)
Work Location: In person
