Customer Support Representative

This role partners with customers and internal Supply Chain teams to provide exceptional service, solve problems, and support business growth while strengthening Client's position as the supplier of choice. Collaborate with Sales, Planning, Manufacturing, Warehousing, Transportation, and other Supply Chain partners to ensure best-in-class customer service and execution.

JOB DESCRIPTION
Shift: Monday to Friday 8 am to 5pm (Remote on Fridays)
Interview: Teams interview

Ideal candidate:
- Previous customer service experience
- Knowledgeable with CRM (SAP)

PURPOSE OF THE JOB
The Customer Associate is the primary point of contact for Client's largest retail customers, including The Home Depot, Lowe's, and Menards. This role partners with customers and internal Supply Chain teams to provide exceptional service, solve problems, and support business growth while strengthening Client's position as the supplier of choice. This role is part of Customer Operations within the Supply Chain Team.
Reports to: Retail Customer Service Team Leader
Span of Control: Individual Contributor
JOB RESPONSIBILITIES
1. Serve and Support Key Retail Customers
Act as a primary customer contact for Client's strategic retail customers, including The Home Depot, Lowe's, and Menards
Build strong working relationships with customer contacts and develop an understanding of each retailer's business model, requirements, and operational expectations
Collaborate with Sales, Planning, Manufacturing, Warehousing, Transportation, and other Supply Chain partners to ensure best-in-class customer service and execution
Proactively identify and resolve customer issues while balancing customer satisfaction with Client business objectives
Enter and manage orders accurately and efficiently in alignment with company service standards and customer-specific requirements
Monitor order fulfillment, inventory availability, and delivery performance to ensure consistent service execution
Develop customer trust by delivering on commitments, maintaining transparency, and operating with integrity
2. Drive Operational Excellence in a Waste-Free Environment
Apply Lean Sigma principles and standard work practices to improve efficiency and eliminate waste within daily operations
Identify opportunities to streamline processes supporting high-volume retail customers
Develop, maintain, and execute standardized processes that improve service consistency and operational effectiveness
Utilize customer technologies, retailer-specific portals, and internal systems to support efficient order management and communication
Support continuous improvement initiatives that enhance the customer experience and supply chain performance
3. Champion Safety
Develop and maintain a personal safety action plan in partnership with leadership
Adhere to Client safety standards and policies at all times
Promote a culture of safety through personal accountability and compliance
JOB REQUIREMENTS
MINIMUM QUALIFICATIONS
High school degree, Associates or Bachelor s degree preferred
EXPERIENCE:
SAP experience desired
Previous experience in an ever-changing, fast-paced customer service environment
Previous experience creating solutions in the best interest of the company and the customer
Previous experience working on computers
KNOWLEDGE, SKILLS & ABILITIES:
Fluency in Microsoft Applications (Word, Excel, Outlook, Teams, Power BI)
Knowledge of building materials industry preferred
Supply Chain knowledge
Strong oral & written communication and listening skills
Supportive and adaptive to a change management initiative
Critical thinking to proactively problem solve

EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.