Position Title: Customer Service (Member Service) Specialist

Classification: Non-Exempt
Reports To: Member Service Manager

Who We Are:

Mid-States Distributing ("Mid-States") is the leading Farm, Ranch and Home Retail Cooperative. Our company is owned by 34 independent Farm, Ranch & Home retailers (“Members”) who operate over 800 stores in 34 states and 9 Canadian provinces with combined annual sales in excess of 7.5 billion dollars. Our member owners retail items such as agriculture parts & supplies, petroleum products, hardware & tools, pet food, lawn & garden, animal health supplies, apparel & footwear, sporting goods and a variety of other products for the Farm, Ranch and Home.

POSITION OVERVIEW: The Customer Service Specialist is the first point of contact for Member order processing and other inquiries. You will be responsible for accurate and timely order management from data entry to delivery of goods to the Member. The Customer Service Specialist will work cross-functionally with internal partners including Inventory Planning, Logistics, Warehouse, Accounting, Category Managers, as well as externally with Members and Suppliers.

ESSENTIAL FUNCTIONS:

Order Processing:

• Receives and accurately processes Member orders in a fast-paced environment with a high focus on accuracy
• Monitor Member orders for accurate delivery address, pricing, due dates, and MOQ’s
• Reviews each Member Order to ensure the product is sourced correctly to achieve Member delivery dates while maximizing profitability (ex. Direct Dropship or Warehouse Order)
• Weekly review of order status to ensure on-time to our Members

Member Support:

• First Point of Contact for all Member questions and concerns
• Provide professional, knowledgeable, and prompt replies regarding order status, product availability, pricing, and order tracking
• Become knowledgeable about products and services offered to recommend solutions to meet Member needs

Communication & Relationships:

• Proactive communication to Members on Sales Order matters (price, item number, order multiple, due date, discounts, effective truck building, etc.)
• Build positive rapport with Members through various communication channels (emails, phone, Microsoft Teams)
• Maintain collaborative partnership with all internal and external partners
• Responsible for communicating specific detail to internal and external operational teams on Member Sales Orders
• Communicate customized reports daily/weekly for Members

System Utilization & Maintenance:

• Proficient at using the Mid-States ERP system for order entry
• Understands the Mid-States EDI Process
• Ability to understand/adapt to new system(s)
• Recommend and implement system and process improvements

MINIMUM QUALIFICATIONS, SKILLS, AND EXPERIENCE:

Proficient in Microsoft Office Suite, high focus on excel and 10-key

High level of attention to detail, organizational skills, and exceptional time management

Ability to work in a cross-functional team as well as work independently with a high level of energy and initiative

Ability to drive results as well as take balanced risks and make decisions

Ability to interface with all levels of management

Demonstrate a high level of integrity, ethical standards, proactive aggressiveness, and Serve to Wow

Ability to embrace change with a growing company

Maintains professionalism and respect under stressful situations

Excellent computer skills, including data manipulation and interpretation using excel

Strong attention to detail, planning, time management, and organizational skills

Proactive and creative problem solving, particularly in areas of order tracking, replenishment, and inventory management

PHYSICAL REQUIREMENTS:
Generally, the job requires 80% sitting, 10% walking, and 10% standing. This job is performed in a generally clean environment. The usual and customary methods of performing the job's functions require the following physical demands: some lifting, carrying, pushing, and/or pulling, some stooping and significant fine finger dexterity.

TRAVEL:
Some travel involved

OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive

listing of activities, duties or responsibilities that are required of the employee for this position. Duties,

responsibilities and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A few words from our COO:

Mid-States is truly the best company I have ever worked for. We strive to provide a unique, exciting, fulfilling work environment for our staff. We are cautious when we hire because we want to protect that environment. Drama, laziness and entitlement have no place at Mid-States. Our company is very financially sound and growing like crazy. If you are an enthusiastic, high energy person with a positive attitude and the skills described above then you may have just found the last job you will ever apply for. I look forward to meeting you. – Jeff