Customer Service Representative - Industrial Distribution

Position Overview

Electro-Matic, a SunSource company, has helped transform American industry by supplying automation components and solutions to leading U.S. manufacturers. Today, Electro-Matic continues to leverage emerging technologies by developing practical applications for industrial, commercial, and retail markets. As a technology company, we help our customers enjoy the benefit of a supplier partner focused on delivering strong value-for-value relationships while turning innovation into value. Visit www.electo-matic.com.

The Customer Service Representative provides high-quality support to both internal and external customers by leveraging a strong working knowledge of our ERP system and collaborating closely with sales, accounting, and operations teams. This role is critical to ensuring accurate order processing, responsive customer communication, and overall customer satisfaction.

Key Responsibilities

• Process customer orders, order changes, and returns in accordance with established policies and procedures
• Perform contract review and ensure compliance with customer requirements
• Prepare customer quotations and apply appropriate pricing
• Respond to customer inquiries related to pricing, product availability, order status, and general account information
• Maintain accurate ERP data, including part numbers, pricing, and item descriptions
• Proactively follow up on customer orders by coordinating and expediting materials to meet delivery requirements
• Support rush orders with an understanding of accounts receivable, shipping requirements, and supplier cutoff times
• Understand and apply pricing matrices for assigned customer accounts
• Identify materials eligible for return and independently research credit opportunities
• Collaborate with outside sales representatives to resolve customer challenges and meet delivery expectations
• Partner with Accounting to resolve disputed sales orders
• Complete assigned departmental projects and process improvement initiatives

Required Qualifications

• Education: HS Diploma or equivalent
• Experience Required: 2+ years of relevant customer service experience in a professional or technical environment
• Requirements: Strong written and verbal communication skills; excellent organizational, planning, and problem-solving abilities; high attention to detail with the ability to manage multiple priorities; proficiency in Microsoft Office (Word, Excel, PowerPoint); working knowledge of ERP/CRM systems (Epicor Prophet 21 (P21) is a plus); ability to read and interpret procedures and product documentation; strong interpersonal skills and ability to work effectively across departments; occasional travel may be required.

Preferred Qualifications

• Associate or technical degree
• Customer service / inside sales experience within industrial distribution or manufacturing