Senior Customer Service Representative
Fencing Supply Group
full-time
Posted on:
Location Type: Remote
Location: Remote • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
ERP
About the role
- Primary owner of day-to-day relationship with high-volume customers, ensuring timely and accurate quotes.
- Coordinates all quote activities with their assigned sales representatives and keeps sales representatives abreast of any issues, opportunities, and developments.
- Develop large quotes with multiple SKUs, categories, solutions and delivery points.
- Serves as a liaison between national and local commercial teams.
- Comfort quoting all categories offered, including but not limited to fabric, framework, ornamental iron and gates.
- Offer bundled fencing solutions to large, scale customers.
- Provide technical support and solutions on multiple commercial and industrial job types – e.g., data centers, solar farms, truck load stock, DOT.
- Partner with local outside sales representatives on team selling activities, quote to sale conversation and customer service.
- Track jobs awarded jobs and monitor win/loss percentage; identify reasons for losses and areas for improvement.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.
- Interacts with prospects to identify appropriate contacts, qualify and drive leads through the sales pipeline.
- Prospects qualify and generate sales within the company’s established trading partners.
- Responds to requests for bid and develop relationships with the national account sales team or end user.
- Interact with the procurement team to understand current costs for quoting and lead times.
- Orders materials from vendors or plants and communicates to customers any changes- tracks fulfillment/delivery timing.
- Effective sharing of information and close collaboration among account specialists are vital for operational continuity and team development.
Requirements
- 5+ years of relevant experience in fence industry, with a focus on commercial and industrial job work.
- Comfort quoting technical jobs, familiar across categories (ornamental iron, gates, framework, fabric).
- Understand of commercial jobs – solar, data, DOT.
- Proven customer support experience in a large-scale B2B environment.
- Ability to adapt/respond to multiple priorities with a calm and professional demeanor.
- Excellent communication skills, including phone etiquette and active listening, and excellent notetaking.
- Construction scheduling or distribution scheduling experience is strongly preferred.
- Technical skills – Microsoft Suite, Salesforce (or other 3rd party equivalents).
- Exposure and comfort quoting in ERP environment.
Benefits
- Medical, Dental, and Vision coverage for Employees, Spouses, Dependents &/or entire Family
- Company Paid Life Insurance and Short/Long-Term Disability Insurance
- Convenient 24/7 Doctor Visits through Live Health Online
- Legal Assistance via Legal Shield
- Employee Assistance Program
- Identify Theft Protection
- Access Perks – Discounts on products and services with companies nationwide.
- 401k Retirement Program with strong company match
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quotingcustomer supportconstruction schedulingdistribution schedulingtechnical supportsales pipeline managementwin/loss analysislead generationrecord keepingproblem solving
Soft skills
communication skillsactive listeningprofessional demeanoradaptabilitycollaborationrelationship buildingteam developmentattention to detailcalm under pressurecustomer service