[Hiring] Customer Service Representative @DGI Supply Career

Role Description

The Customer Service Representative will be responsible for:

• Answering phone calls and replying to emails to answer questions and solve problems.
• Quoting, entering orders, sourcing, leveraging pricing with vendors, and promoting the organization's products and services.
• Researching and resolving complaints to ensure customer retention and satisfaction.
• Working collaboratively with colleagues to build strong customer relationships and drive profitability.

This role supports the Pacific Time Zone and works an 8am to 5pm PST schedule.

Qualifications

• 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.
• Strong verbal and written communication skills.
• Ability to manage self in a fast-paced business environment.
• Proven ability to use operating systems and other third-party software effectively.
• 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.

Requirements

• Handles customer and sales interactions via phone, email, and tickets within the Customer Care Box.
• Logs into phone system (Office @ Hand) and uses appropriate codes for activities.
• Processes requests for quotations, order entry, and product questions from customers; provides on-demand expediting as needed.
• Ensures accurate order entry and timely feedback to customer inquiries.
• Drives profit margin and customer success.
• Brings in internal and external partners and leverages their expertise.
• Active and contributing member of the Customer Service Team Huddle.
• Serves as a role model for peer group and new hires.
• Monitors and reviews performance to operational metrics, order processing, and service level reporting.
• Sources equal or alternative products as needed.
• Establishes vendor relationships.
• Handles fast-paced, complex, and demanding requests to meet customer deadlines.
• Suggests cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities.
• 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.

Benefits

• Competitive benefits, including medical, dental, vision, life, STD & LTD insurance options, FSA, 401(k), and Profit Sharing.
• Target compensation is $23/hour.
• Career growth opportunities.

Remote/Hybrid Work Requirements

• Must reside in the United States or Canada.
• Have access to high-speed reliable internet (minimum of 50 mbps for download and upload speeds).
• Have a quiet, dedicated workspace free from distraction.

Work Location & Eligibility

• This position is remote; however, eligible candidates must reside within approximately one hour of a DoALL location in specific states.
• Proximity requirement supports occasional in-person meetings, team collaboration, or site visits as needed.