Our Customer is a leading value-added distributor in North America providing expertise, solutions and products from infrastructure, plumbing and appliances to HVAC, fire, fabrication and more. They exist to make their customers’ complex projects simple, successful and sustainable. With over 1 million customers, they have a very distinctive culture anchored in customer service. “We are a relationship business. Together we help build more than homes and office buildings. We help build relationships, trust, confidence and community.”

We are seeking a Customer Service Representative on a contract basis to support their business needs. This role is hybrid (in-office presence Tuesday-Thursday, with the option to work from home Mondays & Fridays, weekly) in Huntersville, NC.

A Customer Care Specialist should be passionate about customer service & the customer experience. The Customer Care team manages contact points through various streams, including, but not limited to, phone calls, emails, and customer portals. Ideal candidates will need to demonstrate excellent time management skills and should be willing to think creatively & go the extra mile to ensure customer satisfaction.

Work Hours: 8 am-5 pm with a 1-hour unpaid lunch.

Responsibilities

• Understand assigned sales channels and support the execution of an omnichannel customer strategy
• Deliver exceptional customer service through high call quality, ownership of issues, and proactive problem-solving
• Manage customer account order processing, reporting, and sales/supply chain support for assigned accounts
• Support customers with post-order issues, including returns, replacements, refunds, delivery status updates, and back-order inquiries
• Resolve customer concerns and escalate through appropriate channels when needed
• Follow through on commitments and ensure accurate, timely processing of all customer requests
• Proactively communicate potential service issues to customers and internal teams
• Identify trends and inefficiencies, collaborate cross-functionally to determine root cause, and recommend process improvements
• Demonstrate empathy, active listening, patience, and professionalism in all customer and internal interactions
• Manage the end-to-end order management lifecycle for assigned key accounts and channels
• Maintain and manage backlogs and orders on hold, resolving pricing or cross-reference issues quickly
• Build and maintain strong working relationships with inside/outside sales teams and internal support partners
• Perform first-level troubleshooting for inbound/outbound EDI transactions including purchase orders, order acknowledgements, and advance shipping notifications (ASNs)
  
  

Skills And Qualifications

• Bachelor’s degree or equivalent combination of education and experience
• Strong customer service mindset with commitment to high-quality customer relationships
• Willingness to learn and grow in an environment that values feedback and continuous improvement
• Strong multitasking ability with self-motivation and urgency to resolve issues quickly and effectively
• Ability to manage multiple customer interactions and internal systems while meeting service goals
• Strong phone etiquette, professional written/verbal communication skills, and active listening
• Strong problem-solving mindset with creativity and openness to trying new approaches
• Process development and root-cause analysis skills, with the ability to maintain workflow and minimize delays
• Strong computer skills; SAP SD and EDI experience preferred
• Proficiency with MS Office, including Excel and Word
• Strong conflict management skills with the ability to remain composed and professional
• Consumer products industry experience preferred
  
  

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.