Customer Service Representative

OVERVIEW CUSTOMER SERVICE REPRESENTATIVE The Customer Service Representative serves as the primary point of contact for customers, delivering exceptional service by addressing inquiries, resolving issues, and ensuring order accuracy. This role collaborates closely with supply chain and warehouse teams to support timely order fulfillment and maintain strong customer relationships. The ideal candidate is proactive, communicative, and committed to enhancing the overall customer experience. CLASSIFICATION Fulltime, Non- Exempt, Hourly Essential Duties & Responsibilities Deliver excellent customer service to internal and external customers by understanding and exceeding their needs. Build trust through open and effective communication. Support management in promoting superior customer service company-wide. Handle customer inquiries via phone, email, letter, and in person courteously and efficiently. Monitor purchase order (PO) and sales order (SO) statuses and inventory daily using Syspro. Collaborate with the Supply Chain team to meet or exceed Order Fill Rate (OFR) and On-Time Delivery (OTD) KPIs. Resolve complaints promptly, providing solutions and following up to ensure satisfaction. Coordinate with warehouse management and developers to ensure timely completion of requests. Process and follow up on customer purchase orders and return authorizations. Maintain accurate records of sales orders, returns, and customer communications per company policies. Suggest improvements to customer service processes. Proactively learn about products and services, seek additional responsibilities, and collaborate effectively. Adhere to communication procedures, guidelines, and company policies. Perform other duties as assigned. Minimum Qualifications Associate degree or equivalent experience/education. Minimum two years’ experience in customer service or call centers. Proficient in MS Office (Outlook, Excel, Word). Knowledge of ERP systems is a plus. Excellent English verbal and written communication skills required. Spanish language skills required. WORK ENVIRONMENT This position operates in a professional office setting with frequent use of standard office equipment such as computers, phones, and printers. Occasional collaboration with warehouse or operations teams may require brief exposure to non-office environments. PHYSICAL DEMANDS While performing the duties of this role, the employee is regularly required to sit, talk, or hear. The role also involves frequent use of hands to type, handle, or feel and occasional standing or walking. Light lifting of office materials (up to 15 pounds) may be required. WORK SCHEDULE This is a full-time onsite position, typically Monday through Friday, during standard business hours (e.g., 8:00 AM – 5:00 PM). Occasional overtime may be required to meet business needs. Massachusetts Pay Transparency $21 — $24 USD BENEFITS Medical Dental Vision Employer Paid Basic Employee Life and AD&D Insurance Employer Paid Long Term Disability Flexible Spending Accounts Voluntary Short-Term Disability Voluntary Life and AD&D Insurance Voluntary Accident Insurance Voluntary Critical Illness Insurance EEO At Construction Resources, our people are the driving force behind everything we do. Construction Resources is an equal opportunity employer that aspires to be the best in the business by building an associate experience that celebrates growth, development, and purpose. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to speak or hear. The employee is frequently required to sit for extended periods of time, stand, walk, climb stairs, use hands to finger, handle or feel, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth p…