Customer Service Representative

- Handles customer and sales interactions via phone, email and tickets within the Customer Care Box

- Log into phone system (Office @ Hand) and use appropriate codes for activities

- Process requests for quotations, order entry and product questions from customers; as needed provides on-demand expediting

- Ensure accurate order entry and timely feedback to customer inquiries

- Drives profit margin and the customer success

- Brings in internal and external partners and leverages their expertise; as well as the tools and resources needed

- Active and contributing member of the Customer Service Team Huddle and active participant in ongoing customer service training

- Serve as a role model for peer group and new hires

- Monitor and review performance to operational metrics, order processing and service level reporting

- Source equal or alternative products as needed

- Establish vendor relationships

- Handle a fast pace, complex and demanding requests to meet customer deadlines

- Suggest cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities; reporting pricing inaccuracies

- Responsible for researching and resolving complaints, product inquiries or ordering to ensure customer retention and satisfaction

- Other duties as assigned

- Reports to the Customer Service Manager

- 3+ years' customer service experience in Industrial Supplies or related field highly preferred

- Industry knowledge desired but not required

- Excellent listening skills and the ability to empathize with customers

- Thorough, organized and systematic in approach to work

- Effectively manage work hours and demonstrate strong organizational skills

- Strong verbal and written communication skills

- Skilled at establishing and maintaining effective working relationships

- Ability to manage self in a fast-paced business environment

- Moderate to advanced skills in technology

- Possess a "roll up your sleeves" approach to daily tasks

- Proven ability to use operating systems and other third-party software to service customer needs effectively; including Microsoft Office (Word, Outlook, Excel, Teams) and Prophet21 (ERP)

- Professional maturity, integrity and a positive attitude

- Strong ability to work well under pressure

- Passionate, Adaptable, Customer Focused and Teamwork oriented

- Strong sense of urgency and accountability

- Requires prolonged sitting, sometimes standing, bending and walking

- Moderate to heavy use of hands in grasping, repetitive hand movement and finger coordination in keeping records and using a keyboard

- Speech and hearing to communicate effectively in group settings, one-on-one, and by telephone

- High level of concentration, confidentiality and organization

- Ability to multi-task

REMOTE/HYBRID WORK

REQUIREMENTS : In order to work remotely the Employee Must:

- Reside in the United States or Canada.

- Have access to high-speed reliable internet (with a minimum of 50 mbps for download speed and 50 mbps for upload speed).

- Have a quiet, dedicated workspace free from distraction.

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Competitive benefits, including: medical, dental, vision, life, STD & LTD insurance options, FSA, 401(k) and Profit Sharing

- Target compensation is $23 / hour

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DGI Supply is an Equal Opportunity Employer. Candidates are subject to post-offer background checks and a drug screen.

This position is remote; however, eligible candidates must reside within approximately one hour of a DoALL location in one of the following states: Illinois (IL), Wisconsin (WI), Texas (TX), Louisiana (LA), Ohio (OH), Pennsylvania (PA), South Carolina (SC), Iowa (IA), Arkansas (AR), or Utah (UT). This proximity requirement supports occasional in-person meetings, team collaboration, or site visits as needed.

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