Customer Support

Position Summary

We are looking for a highly organized, detail-oriented, and customer-focused Customer Support Representative to support our Sales Team and manage the order process from estimate through invoicing.

This role is responsible for taking orders generated by the Sales Team, entering estimates accurately, converting estimates into orders, and ensuring final invoices are processed correctly. Many of these orders can be complex and may involve custom specifications, so success in this role requires strong attention to detail, problem-solving ability, and a commitment to accuracy.

This position plays a critical role in creating a seamless customer experience while also supporting internal sales and operational efficiency.

Compensation

This role offers a base salary plus a percentage of every order entered and invoiced, rewarding accuracy, efficiency, and strong order execution.

Purpose of the Role

To support the Sales Team and customers by ensuring estimates, orders, and invoices are processed accurately and efficiently, while delivering a professional, welcoming, and solutions-oriented experience at every touchpoint.

Key Responsibilities

• Support the Sales Team by processing customer orders submitted from the field
• Enter estimates accurately and completely based on sales information provided
• Convert approved estimates into finalized orders in the system
• Prepare and process invoices once orders are completed
• Manage complex and custom orders with a high level of detail and accuracy
• Review order details carefully to ensure pricing, quantities, specifications, and special instructions are correct
• Coordinate with sales, operations, and warehouse teams to ensure smooth order execution
• Serve as the primary point of ownership for order-related questions, issues, and follow-up
• Answer inbound customer calls and provide updates, support, and order information
• Assist walk-in customers with professionalism and product/order guidance as needed
• Help customers understand product options, pricing, applications, and availability
• Communicate clearly and proactively when issues arise with timing, inventory, custom requests, or order details
• Maintain strong documentation and follow-through throughout the full order lifecycle

What Success Looks Like

• Estimates are entered quickly and accurately
• Orders are converted and processed without delays or errors
• Invoices are completed on time
• Complex custom orders are handled with care and precision
• Sales Team members feel supported and confident in the process
• Customers have a smooth, professional experience from quote to final invoice
• Order issues are identified early and resolved efficiently

Qualifications

• Experience in customer support, sales support, order entry, inside sales, or administrative operations
• Strong data entry and order processing accuracy
• Ability to manage multiple orders and priorities in a fast-paced environment
• Comfortable handling detailed, custom, and sometimes complex order requirements
• Strong written and verbal communication skills
• Ability to work cross-functionally with sales, operations, and warehouse teams
• Problem-solving mindset with strong ownership and accountability
• Experience with estimating, invoicing, or ERP/order management systems is preferred

Ideal Candidate Profile

The ideal candidate is:

• Customer-first
• Detail-oriented
• Highly organized
• Approachable and professional
• Collaborative with internal teams
• Efficient and proactive
• Comfortable managing complexity
• Committed to getting the details right

Why This Role Matters

This role is essential to the success of both the customer experience and the sales process. The Customer Support Representative helps bridge sales, operations, and customer needs by ensuring every estimate, order, and invoice is handled accurately and professionally. This person helps turn sales activity into completed, invoiced business.