Customer Service Associate

Customer Service Associate

Location: Carrollton, TX (On-Site)

About the Company

We are partnering with a well-established distribution and manufacturers’ representative organization that has been serving the building materials industry for over 50 years. With a strong reputation across Texas and the broader Southern U.S., the company connects contractors, builders, manufacturers, and installers with high-quality products, technical expertise, and reliable service.

Now under new ownership, the business is entering an exciting phase of intentional growth and scale. Backed by strategic leadership and fresh investment, the company is focused on expanding market share, strengthening partnerships, and building a high-performance team.

This is a unique opportunity to join a company with a strong foundation that is actively evolving and growing.

The Opportunity

This role serves as the front line of the business — the first point of contact for customers across the Dallas/Fort Worth market.

The Customer Service Associate is responsible for managing inbound calls, walk-in traffic, and counter operations with a high level of professionalism, urgency, and accuracy. This is a high-impact, high-visibility role that directly influences the customer experience and day-to-day operational flow of the branch.

This is not a stepping stone into sales — it is a core operational role. The right person takes pride in running a tight, organized front office, handling a high volume of interactions, and ensuring nothing falls through the cracks.

Key Responsibilities

Customer Service & Counter Operations

Answer inbound calls promptly and professionally — route, resolve, or escalate as needed
Greet and assist walk-in customers; provide accurate product and availability information
Handle inquiries related to pricing, lead times, inventory, and order status
Resolve order issues, shipping discrepancies, and account questions with urgency
Maintain a clean, organized, and professional front-of-house environment

Order Processing & Administrative Support

Process customer orders accurately via phone, email, and walk-in traffic
Confirm orders, communicate lead times, and proactively address backorders
Support sales team with quotes, order tracking, and follow-ups
Maintain accurate records in Salesforce and internal systems
Coordinate with warehouse and operations for fulfillment and scheduling

Office Operations

Manage office supply ordering and vendor coordination (Amazon, Staples, etc.)
Maintain kitchen and office inventory
Track office-related expenses and flag discrepancies
Act as the operational anchor of the branch — taking ownership where needed

Team Collaboration

Serve as a communication link between customers, sales, and operations
Identify and flag recurring issues or customer concerns
Support onboarding of new customer accounts to ensure a smooth experience

Qualifications

High school diploma required; Associate degree preferred
1–3 years of experience in customer service, inside sales support, or branch/counter operations
Experience in distribution, building materials, or wholesale environments preferred
Experience with Salesforce or similar CRM systems is a plus
Proficiency in Microsoft Office Suite
Experience with QuickBooks or similar systems strongly preferred
Bilingual (English/Spanish) is a plus
Strong phone presence and experience handling steady inbound call volume

Success Profile