Customer Service Representative

• Location: Dallas, Texas
• Type: Dallas:IT:Direct Hire
• Job #10175

Job Summary:
The Customer Service Representative (CSR) is responsible for quoting and order entry, serves as the primary point of contact for customers regarding order fulfillment, and provides support to the Outside Sales team. The CSR coordinates customer orders with the Order Fulfillment Representatives and responds to a variety of requests, such as order status, shipping schedules, freight costs, and more. This role also manages the entry and tracking of project lettings. The Representative adheres to company policies, procedures, and applicable government regulations. 

Responsibilities:

• Prepares and releases quotes to Outside Sales Representatives for final pricing and approval
• Reviews customer purchase orders for accuracy and completeness
• Verifies inclusion of all attachments, options, and special parts
• Assists with the credit process, gathering information from customers and communicating credit terms, approvals, or denials
• Requests setup of new or unique parts in the system

• Manages communication with customers related to order fulfillment and needs
• Coordinates with the Customer Order Fulfillment Representative on expedited delivery and scheduling
• Executes exception processes for order changes after acknowledgment (quantity, timing, part updates, etc.)
• Provides customers with shipment schedules, including multiple updates and final 48-hour advanced shipment notices (ASN)
• Addresses customer service issues, drawing requests, and resolves concerns related to invoicing, shipping, or product quality
• Requests changes to delivery schedules based on customer requests
• Tracks orders through the system to ensure timely delivery
• Reviews and processes customer credits

• Enters and updates project lettings in real time
• Tracks quotes and analyzes reasons for non-converted or expired quotes
• Logs customer communications in CRM system (e.g., NetSuite)
• Supports product development by sharing customer feedback relevant to current and future product needs
• Cross-trains as a Customer Order Fulfillment Representative to provide backup support when needed
• Performs other duties and assignments as directed by the supervisor
   

• Qualifications:
   
  • High school diploma (or equivalent) with a minimum of three (3) years of inside sales experience. A Bachelor’s degree in business or a related field is preferred. An advanced degree may substitute for work experience.
  • Experience in the roadway safety industry or selling/marketing to roadway agencies is a plus. Experience with quoting and pricing structures is preferred. Familiarity with Microsoft Word, Excel, and order entry systems is highly desirable.
  • Self-motivated with a proven track record in sales, excellent time management, and strong organizational and interpersonal skills.
  • Proficiency in NetSuite, Microsoft Word, and Microsoft Excel is preferred.
  • Excellent verbal and phone communication skills. Must demonstrate strong customer service, a solid work ethic, attention to detail, and confidence in handling objections or difficult customer interactions. A technical background and experience working with complex part numbers and configurations is highly desirable.
  • Ability to build effective working relationships with customers, government agencies, and internal teams. Knowledge of the company’s products and strong awareness of competitors' offerings is important.