Mission of the Role (What you will be doing)
The Customer Service Representative (CSR) provides consistent, high-quality customer experience and models exceptional service to create lasting partnerships by putting customers first. As a key relationship and communication link between the customer, sales, and operations teams, the CSR supports order processing, quoting, inventory coordination, and customer support to ensure timely, accurate, and in-spec delivery of products and services.
CSR levels are distinguished by scope, complexity, autonomy, and the type of customer portfolio supported. CSR I focuses on foundational customer support and order entry with close guidance. CSR II independently manages a defined book of business, protects gross profit margins through pricing/spec accuracy, and resolves most issues with limited support. CSR III serves as a senior resource, handling the most complex accounts and escalations, coaching others, and partnering closely with Sales and Operations to drive customer retention and growth across SupplyOne’s core product categories.
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Customer Service Representative Levels (I, II, III) (How the role scales by level)
- CSR I (Entry) – Executes standard processes (order entry, basic quoting, customer inquiries) with training and oversight; escalates non-routine issues; builds product, system, and policy knowledge.
- CSR II (Intermediate) – Independently manages day-to-day support for assigned customers/house accounts; coordinates across departments to meet DIFOTIS expectations; maintains pricing/spec accuracy and protects margin; resolves most issues without assistance.
- CSR III (Senior) – Leads support for complex/high-impact accounts; owns escalations and root-cause follow-up; mentors/trains CSRs; drives process improvement and proactively identifies revenue, retention, and service-risk opportunities in partnership with Sales and Operations.
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CSR I — Key Duties & Accountabilities (Entry level)
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Key Duties & Accountabilities
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Essential Functions
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- Enter and confirm customer orders accurately on the day received, following standard procedures
- Generate basic/standard quotes within 24–48 hours with guidance as needed
- Respond to customer calls and emails promptly; route non-routine requests to the appropriate resource
- Maintain customer records and update the digital filing system daily
- Learn and follow pricing, specification, and inventory processes; escalate exceptions and margin concerns
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- Use phone/email etiquette standards; answer phones by the 3rd ring when assigned coverage
- Follow documented workflows for order entry, order acknowledgement, and basic issue tracking
- Support new item set-up activities (e.g., tapoffs, proof routing/approval) with supervision
- Escalate service issues, spec questions, credit/payment concerns, and expedited requests per policy
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CSR II — Key Duties & Accountabilities (Intermediate level)
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Key Duties & Accountabilities
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Essential Functions
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- Process and confirm orders and/or communicate what needs to be ordered, the day they are received
- Generate standard quotes within 24 - 48 hours of receipt
- Answer phones by the 3rd ring, and all emails by the end of each day
- Build, maintain, and keep price lists current to protect and maintain GP margins
- Monitor customer order history to maintain GP margins
- Build accurate specs and inventory items within 24-48 hours
- Resolve customer problems and elevate issues immediately to an acceptable, timely, and appropriate resolution
- Monitor customer min/max, open orders, back orders, and inventory levels alerting customers immediately to changes to deliver in full, on time, and in spec (DIFOTIS)
- Must frequently use independent discretion, judgment, and decision-making skills to achieve quality and performance standards in a fast-paced environment
- Serve as liaison with sales, purchasing, design, manufacturing and shipping
- Proactively manage inbound leads and house accounts by identifying customer needs, recommending suitable products, and guiding them through the sales process.
- Support outside sales efforts by preparing sales materials, sharing customer insights, and assisting with quotes and order follow-ups.
- Update digital filing system daily.
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- Prepare proposals and miscellaneous correspondence
- Facilitate new item set up including tapoffs, proof approval etc.
- Maintain thorough customer records
- Monitor and resolve slow payment issues
- Assist with slow-moving inventory
- Expedite material based on customer needs
- Upsell and cross-sell where appropriate by understanding customer applications and offering tailored solutions.
- Follow up on open quotes, lost opportunities, and past customer activity to generate new sales and strengthen account relationships.
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CSR III — Key Duties & Accountabilities (Senior level)
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Key Duties & Accountabilities
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Essential Functions
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- Own service for complex/high-impact accounts, including multi-site programs, custom specs, and high-volume order flow
- Lead escalations end-to-end (service failures, quality issues, pricing disputes), drive root cause actions, and communicate outcomes to stakeholders
- Serve as a pricing/spec margin guardian for the team; review exceptions and coach CSRs on accuracy and profitability
- Partner with Sales and Operations to identify retention risks, growth opportunities, and improvements to DIFOTIS performance
- Mentor/train CSR I and CSR II; support onboarding, job aids, and process improvement initiatives
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- Provide expert guidance on proposals, new item set up, and complex specs/proof workflows; ensure cross-functional alignment
- Coordinate with Purchasing/Manufacturing/Shipping to mitigate constraints, expedite when necessary, and proactively manage customer expectations
- Review slow payment/credit issues with Finance and support resolution plans while protecting customer relationships
- Drive continuous improvement: analyze recurring issues, recommend corrective actions, and help standardize best practices
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Organizational Core Values (Behaviors and values that are essential to be successful in our environment)
- PEOPLE FIRST – Culture, Trust and Respect. Growth, Development. Collaborative, Accountable, Transparent.
- UNIQUE CUSTOMER SOLUTIONS – Listen, Understand. Innovate. Be Entrepreneurial.
- GROWTH FOCUS – S1 Results Driven. Continuous Improvement. Commercial Orientation.
- PASSION TO SERVE – Responsive to Customers. Servant Leadership. Empathetic, Compassionate, Sense of Urgency.
- AGILITY – Nimble, Flexible, Resilient. Open, Creative. Embrace Change.
