What are the responsibilities and job description for the Customer Service Representative position at Western Safety Products Inc.?
About Us
Western Safety Products is a family-owned distributor of safety supplies and equipment serving local, national, and international customers. For over 30 years, we have built our reputation on exceptional customer service, quality products, and long-term customer relationships.
About the Role
We are seeking a dependable and customer-focused Customer Service Representative to support our growing business. This role is primarily responsible for processing website and e-commerce orders and providing exceptional support throughout the customer experience. The successful candidate will work closely with internal teams to ensure orders are handled accurately and efficiently from receipt through fulfillment.
In addition to online order support, this position provides secondary coverage for incoming phone calls and walk-in customers at our sales counter as needed.
What You'll Do
- Process orders received through our website.
- Review order details for accuracy and work with customers when additional information or clarification is needed.
- Find alternative product solutions if lead times are too long for customers.
- Follow assigned orders through fulfillment, coordinating with purchasing and warehouse teams to help ensure timely completion.
- Communicate with customers regarding order status, product availability, shipping information, and related questions.
- Respond to customer inquiries received through email, website forms, live chat, and online marketplace messaging systems.
- Provide phone support for customer questions, order assistance, and product information.
- Assist walk-in customers at our sales counter when coverage is needed.
- Learn our extensive product line of industrial and workplace safety equipment.
- Research products and help customers identify solutions that best meet their needs.
- Process quotations, returns, exchanges, and other customer service requests.
- Maintain accurate customer and order records in our ERP and CRM systems.
- Contribute to a positive customer experience across all communication channels.
Qualifications
- Strong interest in sales, customer service, and e-commerce.
- Excellent verbal and written communication skills.
- Professional phone etiquette and customer service skills.
- Highly organized with strong attention to detail.
- Self-motivated and able to work independently while contributing to a team environment.
- Comfortable learning new software and technology.
- Proficient with Microsoft Office (Excel, Outlook, Word).
- Experience with Amazon, eBay, Shopify, BigCommerce, or other online marketplaces is a plus.
- ERP experience (Acumatica or similar) is a plus.
- Bilingual candidates are encouraged to apply.
- Ability to lift up to 50 lbs.
Schedule
- Full-time (40 hours per week)
- Monday through Friday
- 8:00 AM – 4:30 PM
- In-person position
Benefits
- Competitive compensation (DOE)
- 401(k) with company matching
- Medical and dental insurance
- Paid vacation
- Paid sick leave
- Paid holidays
- Weekly team lunches
- Casual work environment
- Opportunities for advancement and professional growth
Why Join Western Safety Products?
At Western Safety Products, you'll work with a supportive team where your ideas are valued and your contributions make a real impact. We invest in our employees by providing hands-on training, opportunities for career advancement, and the tools you need to succeed. If you're looking for a stable company where you can grow professionally while helping customers every day, we'd love to hear from you.
Job Type: Full-time
Pay: $22.00 - $24.00 per hour
Salary : $22 - $24