Customer Service Representative

Etna Shared Services • Wixom, MI • 1h ago

Are you driven to provide exceptional service to customers? Be the voice of our brand and support customers from start to finish. Your industry knowledge, strong communication skills, and problem-solving mindset will make you an essential part of our team and help us deliver the outstanding service our customers rely on.

Join the team that has been powering growth and an excellent reputation for over 60 years! Etna Supply is an industry leader in plumbing, heating, underground, municipal, and fire protection wholesale distribution throughout Michigan, Indiana, Ohio, and Wisconsin. We are committed to sound financial principles, building partnerships that foster teamwork, and striving for continuous improvement. We are dedicated to fairness, integrity, and respect.

What We Offer:

Competitive compensation and benefits package, including quarterly bonuses!

401(k) w/ company match

Medical, Dental, and Vision Insurance

Company provided and Voluntary Life Insurance

Short Term and Long-Term Disability

and more!

Typical Responsibilities: In this role, you'll be a key point of contact for our customers and internal teams, helping ensure a smooth, positive experience from order to delivery. Your responsibilities will include:

Deliver outstanding customer service and build positive relationships with customers, vendors, and outside sales teams via phone, email, and online chat

Receive, process, and enter customer orders and quotes accurately in our system

Understanding and knowledge of products sold and their applications.

Prepare, manage, and close work orders and project documentation

Support website customers by processing online orders, assisting with account questions, and troubleshooting issues as they arise

Create and maintain job files, ensuring paperwork is organized and up to date

Order products and equipment, track shipments, and resolve order-related issues

Coordinate shipping and material needs across departments

Assist with inventory control, monitor material flow, and prepare reports as needed

Address billing or service concerns and escalate issues to the appropriate department when necessary

Provide backup support for the warehouse, counter, and showroom as needed

Stay current on product offerings, features, and applications

Train others on department materials, applications, and limitations

Maintain regular, reliable attendance and follow all safety guidelines

Knowledge, Skills, and Abilities:

Working knowledge of plumbing products sold and their applications.

Ability to manage multiple tasks and priorities and easily adapt to changing situations.

Effective communication, interpersonal, customer service, negotiation, judgement, decision making, organization, conflict management, problem solving, and stress management skills.

Working knowledge of Microsoft Office products and Eclipse.

Effectively read and interpret documents, such as safety rules, operating and maintenance instructions, and procedures manuals.

Ability to accurately add, subtract, multiply, and divide with or without using a calculator and accurately calculate figures.

Education and/or Experience:

High School Diploma or equivalent; or

One year of related experience and training; or

Equivalent combination of experience and education.

Physical Demands and Working Conditions:

The physical demands described here are representative of those that must be met by an employe

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