Customer Service Representative

About The Company

DGI Supply is a leading distributor of industrial supplies, offering comprehensive solutions to a diverse range of clients across various industries. Committed to delivering exceptional customer service and innovative product offerings, DGI Supply has established a reputation for reliability, quality, and operational excellence. Our organization values teamwork, integrity, and continuous improvement, fostering a dynamic environment where employees can grow and contribute meaningfully to our success. With a focus on leveraging industry expertise and strategic vendor partnerships, we aim to meet the evolving needs of our customers while maintaining a competitive edge in the marketplace.

About The Role

The Customer Service Representative at DGI Supply plays a vital role in ensuring customer satisfaction and operational efficiency. This position involves handling customer interactions via phone, email, and support tickets, providing accurate information, processing orders, quoting products, and sourcing alternative solutions as needed. The representative will work closely with internal teams and external vendors to optimize pricing, expedite orders, and resolve customer inquiries or complaints promptly. This role supports the Pacific Time Zone and operates on an 8 am to 5 pm PST schedule, emphasizing a customer-centric approach and collaborative teamwork. The ideal candidate will demonstrate a proactive attitude, excellent communication skills, and the ability to manage complex, fast-paced requests effectively.

Qualifications

• Minimum of 3 years customer service experience, preferably in Industrial Supplies or a related field
• Industry knowledge is a plus but not mandatory
• Excellent listening and empathetic communication skills
• Strong organizational and systematic work approach
• Proficiency in managing work hours efficiently
• Exceptional verbal and written communication abilities
• Experience establishing and maintaining effective working relationships
• Ability to operate in a fast-paced, demanding environment
• Moderate to advanced skills in technology and software applications
• Proficiency with Microsoft Office Suite (Word, Outlook, Excel, Teams)
• Experience with ERP systems such as Prophet21 is preferred
• Professional maturity, integrity, and positive attitude
• Ability to work well under pressure and demonstrate accountability
• Reside within approximately one hour of a DoALL location in Illinois, Wisconsin, Texas, Louisiana, Ohio, Pennsylvania, South Carolina, Iowa, Arkansas, or Utah
• Access to high-speed reliable internet (minimum 50 Mbps download and upload)
• Dedicated, quiet workspace for remote work
  
  

Responsibilities

• Handle customer and sales interactions via phone, email, and support tickets within the Customer Care system
• Log into the phone system (Office @ Hand) and use appropriate codes for activities
• Process requests for quotations, order entries, and product inquiries; provide expediting support as needed
• Ensure accurate order entry and provide timely feedback to customer inquiries
• Drive profit margins while ensuring customer success and satisfaction
• Collaborate with internal teams and external vendors to leverage expertise, tools, and resources
• Participate actively in customer service team huddles and ongoing training sessions
• Serve as a role model for peers and new hires, fostering a positive team environment
• Monitor and review performance metrics, order processing efficiency, and service levels
• Source alternative or comparable products to meet customer needs
• Establish and maintain vendor relationships to ensure product availability and competitive pricing
• Manage complex requests under tight deadlines, maintaining professionalism and accuracy
• Identify opportunities for cost reduction and process efficiencies in customer transactions
• Research and resolve customer complaints, product questions, and ordering issues to promote retention
• Perform other duties as assigned by the Customer Service Manager
  
  

Benefits

• Competitive salary of $23 per hour
• Comprehensive benefits package including medical, dental, and vision insurance
• Life, Short-Term Disability (STD), and Long-Term Disability (LTD) insurance options
• Flexible Spending Account (FSA) and 401(k) retirement plan with profit sharing
• Opportunities for career growth and professional development
• Supportive and collaborative work environment
  
  

Equal Opportunity

DGI Supply is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Candidates are subject to post-offer background checks and drug screening. We encourage qualified individuals from all backgrounds to apply and join our team.

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