Customer Service Representative

Location: St. Francis, WI (On-Site)
Department: Sales & Operations
Employment Type: Full-Time
Compensation: Starting at $21.00 per hour plus benefits

About Superior Equipment & Supply Co.

Superior Equipment & Supply Co. is a leading foodservice equipment and supply company. We are committed to operational excellence, disciplined growth, and delivering measurable value. We are building a high-performance team — and this role is critical to that mission.

Position Overview

The Customer Specialist is a proactive, detail-driven professional responsible for protecting customer relationships, supporting retail operations, and strengthening internal workflows.

This is an operational leadership support role that directly impacts revenue retention and process efficiency.

Core Responsibilities

1. Customer Communication & Account Support

  • Answer incoming calls professionally and efficiently
  • Proactively follow up on quotes, orders, and open issues
  • Build and maintain structured Customer Reorder Guides
  • Document account preferences and purchase history

2. Warranty & Service Coordination

  • Process manufacturer warranty claims within 24 hours
  • Coordinate service technicians and installers
  • Track all open service tickets through resolution
  • Provide proactive status updates to customers

3. Retail & Cash & Carry Support

  • Back up POS/register operations as needed
  • Engage walk-in customers professionally
  • Ensure products are properly labeled and priced
  • Maintain showroom organization and presentation standards

4. Operational & Marketing Support

  • Assist with marketing mailings and promotions
  • Prepare customer communications
  • Identify workflow improvements and suggest process enhancements

Performance Standards (KPI Driven)

  • Response Time: 95%+ same-day response to inquiries
  • Warranty Processing: Claims processed within 24 hours
  • Service Resolution: No unresolved tickets beyond 14 days without update
  • Accuracy: 99%+ POS transaction accuracy

What We Are Looking For

  • 2+ years customer service, operations, or retail support experience
  • Strong organizational and documentation skills
  • Ability to manage multiple priorities in a fast-paced environment
  • Professional demeanor under pressure
  • Bi-lingual Spanish is required.

Why Join Us

  • Starting Pay: $21.00 per hour
  • Opportunity to take ownership of outcomes in a growing company
  • Supportive team focused on solution-oriented results