Customer Service Representative

• Serve as the primary contact for inbound customer inquiries via phone and email
• Provide timely, professional, and solution-oriented responses
• Proactively communicate order updates, delays, and issue resolution
• Maintain detailed and accurate communication logs in CRM systems

• Process customer orders accurately through internal CRM (Odoo) and vendor systems
• Submit and manage purchase orders with manufacturers
• Track orders from placement through delivery, including freight coordination
• Verify order details including product specs, quantities, pricing, and lead times

• Identify and resolve customer issues quickly with a strong sense of ownership
• Coordinate with vendors on damages, shortages, and discrepancies
• Manage and submit freight claims as needed
• Escalate issues appropriately while maintaining customer confidence

• Provide product guidance and basic technical support, including installation knowledge
• Conduct product research to support customer needs and internal teams
• Interpret basic drawings and specifications when applicable

• Maintain clean, organized, and accurate data across CRM and order systems
• Support continuous improvement in processes, communication, and order flow
• Meet or exceed internal KPIs related to accuracy, response time, and customer satisfaction
• Assist with additional duties as assigned to support team and company objectives

• Strong communication skills, both written and verbal
• High attention to detail with a commitment to accuracy
• Proven ability to prioritize, multitask, and manage time effectively in a fast-paced environment
• Problem-solving mindset with the ability to think critically and take ownership
• Proficiency in Microsoft Office (Outlook, Excel, Word)
• Experience working within a CRM system (Odoo preferred)
• Ability to learn and retain technical product knowledge
• Basic math skills and ability to verify measurements and order details
• Reliable attendance and strong work ethic

• Experience in customer service within manufacturing, construction, or building materials industries
• Familiarity with order processing, purchasing, or vendor coordination
• Ability to read and interpret architectural drawings

• High school diploma or equivalent required
• 1–3 years of customer service, order processing, or administrative experience preferred

• Ability to sit for extended periods
• Ability to work on a computer and phone simultaneously (headset use required)

• $19.00 – $27.00 per hour, based on experience