Customer Service Representative

Position Purpose:

The Customer Service Representative ensures customer satisfaction through effective service, strong relationship-building, and sales support. This role engages directly with walk-in customers, coordinates with sales, drivers, and warehouse teams, and delivers exceptional counter and phone service. Ideal candidates are proactive, customer-focused, tech-savvy, and aligned with our "Make Money and Have Fun!" culture, with opportunities for growth in sales or management.

Key Responsibilities:

Delivers outstanding service by handling inquiries and complaints via phone, email, and in-person.Provides product information, resolves issues efficiently, and maintains accurate customer records.Engages walk-in customers with exceptional counter sales support and collaborates with sales, drivers, and warehouse teams to ensure timely order fulfillment.Manages phone inquiries professionally, processes transactions in the ERP system, and contributes to sales growth by identifying new opportunities.Upholds company values, ensures compliance, and uses bilingual (English/Spanish) skills to enhance customer experience and expand reach.

Direct Manager Direct Reports:

The Customer Service Representative reports to the Branch Manager and has no direct reports. This role coordinates with internal teams-sales, drivers, and warehouse-to deliver excellent customer service, supporting business growth and operational efficiency.

Travel Requirements:

This role has no travel requirements.

Physical Requirements:

This is primarily a sedentary role involving extended periods of sitting or standing, with routine computer and phone use. Occasional movement around the office is required to assist walk-in customers or access equipment. Clear verbal and written communication is essential. The role may occasionally involve lifting up to 20 pounds. Reasonable accommodations are available in accordance with ADA standards to support all employees.

Working Conditions:

This on-site role is based in a fast-paced office setting, involving extended periods at a computer. It requires frequent collaboration with team members and direct interaction with walk-in customers. Success in this position depends on strong communication, quick problem-solving, and the ability to thrive in a dynamic, deadline-driven environment.

Minimum Qualifications:

Proven customer service and phone handling experience with active listening skills.Familiarity with CRM systems and ERP platforms for order entry and cash transactions.Strong interpersonal skills with a team-oriented, safety-conscious mindset.Demonstrated ability to support sales and identify new opportunities.Positive, motivated attitude aligned with the "Make Money and Have Fun" culture.Valid driver's license, clean driving record, and reliable transportation.Authorized to work in the U.S. without sponsorship.Able to pass background checks and drug screening,Bilingual (English/Spanish) preferredIntermediate ERP system skills for transaction managementExperience in B2B relationship management within building materials distribution

Preferred Qualifications:

Proven sales and customer support experience.Strong communication, presentation, and active listening skills.Skilled in multitasking, prioritization, and time management.Proficient in CRM and ERP systems for tracking and transactions.Effective problem-solving and collaboration across departments.Strong product knowledge and interest in building materials.Bilingual (English/Spanish) preferred, other languages a plus.Analytical mindset with ability to interpret sales data.Committed to continuous learning and professional growth.Valid driver's license, clean record, and reliable transportation.Authorized to work in the U.S. without sponsorship.Able to pass background checks and drug screening.

Minimum Education:

A high school diploma or equivalent is required.

Preferred Education:

Associate's or bachelor's degree in communications or business management.

Minimum Years Of Work Experience:

1-2 years of customer service experience.

Certifications:

No certifications are required.

Competencies:

Customer Focus: Builds strong relationships and delivers personalized service.Effective Communication: Clear, professional verbal and written interactions.Sales Acumen: Identifies opportunities and drives business growth.CRM & ERP Proficiency: Manages customer data and transactions efficiently.Team Collaboration: Works cross-functionally with sales, logistics, and warehouse teams.Problem Solving: Resolves issues with strategic thinking and empathy.Time Management: Prioritizes tasks in a fast-paced, deadline-driven environment.Innovation & Learning: Adapts quickly and embraces continuous development.Trust & Integrity: Demonstrates reliability and alignment with company values.Cultural Fit: Embodies the "Make Money and Have Fun!" mindset.

The base salary for this position typically falls within the range of $20.63 to $26.25 per hour. Starting wage may vary based on a number of factors including, but not limited to, the position being offered, location, education, training, and/or experience. SRS Distribution offers additional competitive and non-financial benefits. Hourly associates may be eligible for overtime based on business needs. Depending on the role, associates may also be eligible for performance-based bonus programs, commissions, car allowance or automobile and fuel program, and reimbursement for travel expenses in accordance with company travel policy.

Job Location:

SRS Building Products - Sudbury

33 Union Avenue Suite 500 Sudbury, MA 01776

As an Equal Employment Opportunity (EEO) employer SRS Distribution Inc., including all its subsidiaries, provides job opportunities to qualified individuals without regard to actual or perceived race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, uniform service, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws.

If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position, please contact Human Resources at US: 855.556.3221, or by email to: [email protected] with the nature of your accommodation request and include the Business name, location and title of the job opening. Please allow one (1) business day for a reply.

All employment offers are contingent upon successful completion of a background check and drug screen, as permitted by law. Competitive weekly/bi-weekly pay, discretionary bonuses, 401(k) with company match, Employee Stock Purchase Plan, paid time off (vacation, sick, volunteer, holidays, birthday, floating), medical/dental/vision, flexible spending accounts, company-paid life and short-term disability, plus optional long-term disability, and additional life insurance.

• It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

  • Competitive salaries for all team members paid weekly

  • 401(k) Retirement Plan with company matching

  • Employee Stock Purchase Plan

  • Paid Vacation, Sick Time, Holidays, Birthday, and Floating Holidays

  • Paid Parental Leave

  • Medical, Dental and Vision Benefits

  • Flexible and Dependent Care Spending Accounts

  • Company paid Life insurance and Short-Term Disability

  • Additional Life Insurance and Long-Term Disability also offered

  • Safety Program with Bonuses for our Drivers

  • Employee Referral Bonus Program

SRS Distribution Inc., a wholly owned subsidiary of The Home Depot, consists of a family of industry-leading, independent roofing distributors. SRS has grown rapidly through acquisitions and the opening of multiple new locations since the February 2008 inception. This continual growth has established SRS as one of the fastest growing building products distribution companies in the U.S. The goal of SRS is to form the strongest national network of independent roofing and building product distributors with the most talented team of people working together to deliver the industry's best products and services. In addition to our commitment to customer focus, SRS strives to become the preferred employer in the industry with highly motivated and engaged employees operating in an entrepreneurial culture where the corporate office works for the field and not the reverse. Make money, have fun and give back with us! Find out more at .

As an Equal Employment Opportunity (EEO) employer SRS Distribution Inc., including all its subsidiaries, provides job opportunities to qualified individuals without regard to actual or perceived race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, uniform service, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws.

If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position, please contact Human Resources at US: 855.556.3221, or by email to: [email protected] with the nature of your accommodation request and include the Business name, location and title of the job opening. Please allow one (1) business day for a reply.

All employment offers are contingent upon successful completion of a background check and drug screen, as permitted by law.