Customer Support Rep

Brief Description

Position Overview:

The Customer Support Representative plays a critical role in delivering an exceptional customer experience by accurately processing orders and providing timely, professional support to distributors, sales representatives, and end users. This role directly impacts customer satisfaction, retention, and the overall success of the business.

Key Responsibilities

Order & Quote Processing (Primary Function)

• Process customer orders and quotes across multiple channels including phone, email, web, fax, and EDI
• Ensure high accuracy with minimal errors in order entry and fulfillment
• Maintain a strong sense of urgency to support timely order processing
  
  

Customer Support & Communication

• Respond to inbound calls and inquiries from distributors, representatives, end users, and internal team members
• Provide product information, pricing, availability, and order status updates
• Deliver a consistently positive, professional customer experience
  
  

Account Management

• Set up, maintain, and update customer accounts in partnership with Credit and Sales teams
• Ensure accuracy and completeness of all account information
  
  

Issue Resolution & Investigations

• Investigate order discrepancies, shortages, and warranty claims
• Issue credits and process rebates accurately and in a timely manner
• Partner with internal departments to resolve customer concerns
  
  

Distributor Support

• Communicate with potential distributors regarding application processes
• Coordinate with Sales Representatives to support account approvals and onboarding
  
  

Sales & Special Requests Support

• Process special requests from the Sales team, including custom products and kit setups
• Ensure orders are prepared and ready for processing within defined timelines
  
  

Reporting & Administrative Tasks

• Generate and run reports (e.g., ATP letters, rep commissions, new account letters)
• Maintain accurate records and documentation within internal systems
  
  

Success Measures

• High order accuracy with minimal errors
• Positive feedback from customers and internal partners
• Timely resolution of customer issues and requests
• Effective communication and follow-through on all inquiries
• Strong collaboration with internal teams
  
  

Qualifications

Education & Experience

• High school diploma or GED required
• 2–3 years of customer service or related experience preferred
  
  

Knowledge & Skills

• Strong communication and interpersonal skills
• Excellent problem-solving and critical thinking abilities
• Ability to manage multiple tasks in a fast-paced environment
• Proficiency with computers, including:
• Order entry systems
• Microsoft Excel
• Email and internet tools
• Strong understanding (or ability to learn) of product offerings
  

Core Competencies

• Customer-focused mindset
• Attention to detail and accuracy
• Positive attitude and professionalism
• Adaptability and flexibility
• Strong organizational and time management skills
• Ability to remain calm and effective under pressure
  
  

Work Environment

• Office-base role
• High level of computer and phone usage
• Requires sustained focus with frequent interruptions
• Minimal physical demands; primarily seated work
• Standard ergonomic considerations apply
  
  

Additional Information

This job description is intended to outline the general responsibilities of the role and is not an exhaustive list. Duties may evolve based on business needs, and employees may be asked to perform additional tasks as required.

Benefits And Perks

The Malco Group recognizes the importance of offering comprehensive benefits and perks to its employees, including:

• 401k with company matching.
• Medical, Dental & Vision Insurance
• Company paid life insurance and paid short-term disability.
• Paid time off