What are the responsibilities and job description for the Customer Service Representative II position at D&L Parts Company?
Description
We are seeking an enthusiastic and customer-focused Customer Service Representative II (CSR) to join our team at a busy wholesale appliance and HVAC distribution branch. The CSR is the first point of contact for customers and plays a key role in ensuring a positive customer experience through accurate order processing, product support, and responsive communication. This position requires a professional demeanor, strong product knowledge (or willingness to learn), and a service-oriented attitude.
Key Responsibilities:
Customer Support
• Greet walk-in customers and answer incoming calls and emails in a courteous, professional manner
• Assist customers with product inquiries, pricing, order status, returns, and general support
• Provide technical or product information (after training) or direct customers to appropriate staff
• Handle customer complaints and resolve issues quickly or escalate as needed
Order Processing & Sales Support
• Enter and process sales orders, quotes, returns, and delivery requests accurately
• Confirm product availability, pricing, and lead times using the company’s ERP system
• Work closely with warehouse and logistics teams to ensure timely order fulfillment; Pulling and packaging customer orders.
• Support outside sales representatives by preparing quotes and order documents
Documentation & Administrative Duties
• Maintain accurate customer records and transaction histories
• Assist with credit memos, RMAs, and warranty claims
• Keep the showroom and counter area clean, stocked, and organized
• Help monitor and maintain product literature, displays, and marketing materials
• Participate in all physical inventory counts to ensure stock accuracy
• Participates in educational training events or trade shows when requested
Delivery Duties:
• Load delivery vehicle with prepared orders, ensuring secure and safe transport
• Deliver appliance parts to local customers (retailers, service technicians, or other distributors) in a timely and professional manner; Pickup for suppliers when directed
• Maintain a high level of customer service during deliveries and report any issues or customer feedback
• Conduct pre- and post-trip vehicle inspections; Responsible for cleanliness, organization, and care of equipment and delivery vehicles
• Keep delivery logs and complete all delivery-related paperwork
• Report any vehicle maintenance needs to management
• Other duties and responsibilities as requested by management
Requirements
Preferred Qualifications:
• Experience in wholesale, distribution, or appliance parts industry
• Strong verbal and written communication skills
• Computer proficiency including Microsoft Office (Excel, Outlook, Word) and familiarity with ERP systems
• Strong attention to detail, organizational skills, and ability to multitask
• A team player with a positive attitude and problem-solving mindset
• Excellent follow through with customers and work colleagues
• Ability to learn technical product information and work in a fast-paced environment
• Forklift certification (or willingness to become certified)
• Knowledge of local delivery routes and traffic patterns
• Good communication skills and a strong customer-service attitude.
• Ability to work independently and manage time effectively.
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 must frequently lift and/or move parts, equipment and/or appliances up to 100 pounds and occasionally lift and/or move more than 50 pounds. Specific vision abilities required by this job include close and distance vision. The employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear; and climb or balance, carry, stoop, push/pull, crouch and/or kneel.
