Customer Service Representative

Customer Service Representative - Branch Support Floater
Benbrook, TX | Full-Time | Monday-Friday, 8am-5pm | Weekends Off

Position Summary

The Customer Service Representative - Branch Support Floater is primarily responsible for supporting customers at the front counter, entering and managing sales quotes & orders, assisting with product questions, processing transactions, and helping keep the customer experience moving smoothly.

This is first and foremost a customer service position. The ideal candidate should enjoy working with customers, solving problems, communicating clearly, and helping people get what they need.

In addition to customer service responsibilities, this position provides cross-trained branch support in warehouse operations, local deliveries, clerical tasks, and other daily branch needs. This flexibility helps the branch stay productive during busy periods, staff shortages, and shifting operational priorities.

Role Emphasis & Responsibilities

Customer Service / Counter Sales - 80%

• Answer phone calls and assist walk-in customers in a professional, helpful, and timely manner

• Answer customer questions and help connect them with the right product or team member

• Enter, process, and manage sales orders & quotes accurately – building the product and pricing knowledge that supports future growth into sales

• Review customer information, product details, quantities, pricing, and order notes before completing transactions

• Process cash, credit, and debit transactions accurately

• Assist with customer pickups, will-call orders, and counter-related order flow

• Communicate order updates, product availability, or customer concerns to the appropriate team member

• Maintain a positive and service-minded attitude with customers, vendors, and co-workers

• Use basic math skills for transactions, quantities, measurements, and inventory-related questions

• Help keep the front counter area clean, organized, and customer-ready

Warehouse / Order Support - 5%

• Pick, pack, stage, and prepare customer orders as needed

• Assist with receiving, stocking, and organizing incoming freight

• Help maintain clean, safe, and orderly warehouse areas

• Support inventory accuracy through proper product handling, binning, and communication

• Assist with larger warehouse projects, cleanup, organization, or special tasks as assigned

Delivery / Branch Support - 5%

• Perform local deliveries as needed

• Help load, unload, and verify product for customer deliveries or transfers

• Support branch transfers and customer delivery needs

• Communicate delivery issues, shortages, or customer concerns to the appropriate team member

• Provide short-term branch support when workload or staffing needs require it

Clerical / Admin Support - 5%

• Scan and file documents such as pick tickets, packing slips, or related paperwork

• Contact vendors or customers for acknowledgments, updates, or basic follow-up

• Shred documents and assist with general office support tasks

• Help with other administrative or branch support needs as assigned

What Success Looks Like

A successful person in this role protects the customer experience first, then helps the branch wherever support is needed.

Success in this role means:

• Customers are greeted, helped, and served professionally

• Orders are entered accurately and followed through properly

• Customer questions, issues, or order concerns are communicated clearly

• The front counter stays organized, clean, and ready for business

• The employee can support warehouse, delivery, vending, or clerical needs without losing focus on customer service

• The team can rely on this person to shift priorities while maintaining accuracy and a good attitude

• Work is completed with attention to detail, urgency, and a team-first mindset

Candidate Requirements

• High school diploma or equivalent

• Customer service, counter sales, warehouse, or industrial supply experience preferred

• Strong communication and problem-solving skills

• Strong attention to detail in a fast-paced environment

• Comfortable working directly with customers

• Basic math skills for transactions, quantities, and order accuracy

• Willingness to learn products, systems, and branch processes

• Able to work with minimal supervision once trained

• Honest, dependable, and team-oriented

• Valid driver's license for occasional delivery duties

• Able to pass a background check and drug screen

• Able to lift, move, and handle product safely as required by the role

Ideal Candidate Profile

The ideal candidate is someone who:

• Enjoys helping customers

• Communicates clearly and professionally

• Has an interest in building a long-term career in sales and is motivated by growth opportunities

• Is familiar with CNC tooling

• Pays attention to order details

• Stays calm when priorities change

• Is willing to learn multiple parts of the business

• Does not view warehouse, delivery, vending, or support tasks as "not my job"

• Takes pride in helping both customers and co-workers

• Can move between customer service and branch support without dropping the ball