Customer Service Associate

Customer Service Associate

Location: Carrollton, TX (On-Site)

About the Company

We are partnering with a well-established distribution and manufacturers’ representative organization that has been serving the building materials industry for over 50 years. With a strong reputation across Texas and the broader Southern U.S., the company connects contractors, builders, manufacturers, and installers with high-quality products, technical expertise, and reliable service.

Now under new ownership, the business is entering an exciting phase of intentional growth and scale. Backed by strategic leadership and fresh investment, the company is focused on expanding market share, strengthening partnerships, and building a high-performance team.

This is a unique opportunity to join a company with a strong foundation that is actively evolving and growing.

The Opportunity

This role serves as the front line of the business — the first point of contact for customers across the Dallas/Fort Worth market.

The Customer Service Associate is responsible for managing inbound calls, walk-in traffic, and counter operations with a high level of professionalism, urgency, and accuracy. This is a high-impact, high-visibility role that directly influences the customer experience and day-to-day operational flow of the branch.

This is not a stepping stone into sales — it is a core operational role. The right person takes pride in running a tight, organized front office, handling a high volume of interactions, and ensuring nothing falls through the cracks.

Key Responsibilities

Customer Service & Counter Operations

• Answer inbound calls promptly and professionally — route, resolve, or escalate as needed
• Greet and assist walk-in customers; provide accurate product and availability information
• Handle inquiries related to pricing, lead times, inventory, and order status
• Resolve order issues, shipping discrepancies, and account questions with urgency
• Maintain a clean, organized, and professional front-of-house environment

Order Processing & Administrative Support

• Process customer orders accurately via phone, email, and walk-in traffic
• Confirm orders, communicate lead times, and proactively address backorders
• Support sales team with quotes, order tracking, and follow-ups
• Maintain accurate records in Salesforce and internal systems
• Coordinate with warehouse and operations for fulfillment and scheduling

Office Operations

• Manage office supply ordering and vendor coordination (Amazon, Staples, etc.)
• Maintain kitchen and office inventory
• Track office-related expenses and flag discrepancies
• Act as the operational anchor of the branch — taking ownership where needed

Team Collaboration

• Serve as a communication link between customers, sales, and operations
• Identify and flag recurring issues or customer concerns
• Support onboarding of new customer accounts to ensure a smooth experience

Qualifications

• High school diploma required; Associate degree preferred
• 1–3 years of experience in customer service, inside sales support, or branch/counter operations
• Experience in distribution, building materials, or wholesale environments preferred
• Experience with Salesforce or similar CRM systems is a plus
• Proficiency in Microsoft Office Suite
• Experience with QuickBooks or similar systems strongly preferred
• Bilingual (English/Spanish) is a plus
• Strong phone presence and experience handling steady inbound call volume

Success Profile

• Professional, polished, and customer-focused
• Strong communicator — clear, confident, and adaptable
• Highly organized with strong attention to detail
• Problem-solver who takes ownership and follows through
• Comfortable managing multiple priorities in a fast-paced environment
• Team-oriented with strong cross-functional collaboration skills
• Self-starter who takes initiative without needing direction

Why This Opportunity

• Stable company with 50 years of industry success
• High-visibility role with real impact on daily operations
• Growth-stage environment under new ownership
• Team-oriented culture with strong collaboration
• Opportunity to be a key part of a scaling organization