Customer Service Representative

Are you driven to provide exceptional service to customers? Be the voice of our brand and support customers from start to finish. Your industry knowledge, strong communication skills, and problem-solving mindset will make you an essential part of our team and help us deliver the outstanding service our customers rely on. 

 Join the team that has been powering growth and an excellent reputation for over 60 years! Etna Supply is an industry leader in plumbing, heating, underground, municipal, and fire protection wholesale distribution throughout Michigan, Indiana, Ohio, and Wisconsin. We are committed to sound financial principles, building partnerships that foster teamwork, and striving for continuous improvement. We are dedicated to fairness, integrity, and respect.

What We Offer:

• Competitive compensation and benefits package, including quarterly bonuses! 
• 401(k) w/ company match 
• Medical, Dental, and Vision Insurance 
• Company provided and Voluntary Life Insurance 
• Short Term and Long-Term Disability 
• and more!

Typical Responsibilities: In this role, you’ll be a key point of contact for our customers and internal teams, helping ensure a smooth, positive experience from order to delivery. Your responsibilities will include:

• Deliver outstanding customer service and build positive relationships with customers, vendors, and outside sales teams via phone, email, and online chat
• Receive, process, and enter customer orders and quotes accurately in our system
• Understanding and knowledge of products sold and their applications.
• Prepare, manage, and close work orders and project documentation
• Support website customers by processing online orders, assisting with account questions, and troubleshooting issues as they arise
• Create and maintain job files, ensuring paperwork is organized and up to date
• Order products and equipment, track shipments, and resolve order-related issues
• Coordinate shipping and material needs across departments
• Assist with inventory control, monitor material flow, and prepare reports as needed
• Address billing or service concerns and escalate issues to the appropriate department when necessary
• Provide backup support for the warehouse, counter, and showroom as needed
• Stay current on product offerings, features, and applications
• Train others on department materials, applications, and limitations
• Maintain regular, reliable attendance and follow all safety guidelines

Knowledge, Skills, and Abilities:

• Working knowledge of plumbing products sold and their applications.
• Ability to manage multiple tasks and priorities and easily adapt to changing situations.
• Effective communication, interpersonal, customer service, negotiation, judgement, decision making, organization, conflict management, problem solving, and stress management skills.
• Working knowledge of Microsoft Office products and Eclipse.
• Effectively read and interpret documents, such as safety rules, operating and maintenance instructions, and procedures manuals. 
• Ability to accurately add, subtract, multiply, and divide with or without using a calculator and accurately calculate figures. 

Education and/or Experience:

• High School Diploma or equivalent; or 
• One year of related experience and training; or
• Equivalent combination of experience and education.

Physical Demands and Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. 

• Regularly required to sit; talk and hear; use fingers, walk, stand, reach, grasp, and handle. 
• Occasionally required to lift and/or move up to 25 pounds.
• Must be able to fulfill the essential job functions in a consistent state of alertness and a safe manner.
• Specific vision abilities required by this job include clear vision at 20 inches or less. 

We are an Equal Employment Opportunity Employer.