[Remote] Customer Service Representative - Public Safety

Note: The job is a remote job and is open to candidates in USA. Mallory Safety & Supply supplies safety products and solutions to public safety agencies and other organizations. The Customer Service Representative supports Government and Public Safety Account Managers and agency customers by preparing accurate quotes, processing orders, applying OMNIA contract requirements, and resolving customer and order issues.

Responsibilities

• Build and send accurate quotes quickly, including pricing from manufacturers on non-stock items, and follow up on open quotes
• Enter and process orders in P21, including OMNIA contract orders, with the correct contract number, pricing and ship-to information
• Confirm that each agency is registered in P21 for OMNIA pricing before the order is entered, and handle registration when it is needed
• Apply contract pricing rules correctly, including freight, state contract fees where they apply, and when to bring in a manager or account manager for pricing questions
• Track orders from purchase order to delivery: confirm with vendors, communicate ship dates, and resolve backorders and delays before the customer has to ask
• Handle returns, RMAs, sample requests and warranty or service issues with vendors and the Mallory service team
• Answer customer questions by phone, email and Teams, and route technical or product-selection questions to the right account manager or product specialist
• Document customer interactions, cases and quote revisions in Dynamics CRM
• Flag sales opportunities you see in the order flow (an agency that keeps buying single items on the contract, a new department placing a first order) and pass them to the account manager
• Support a high volume of line items across multiple account managers while keeping accuracy high
• Work with Mallory's purchasing, accounts receivable, shipping and service teams to keep orders moving

Skills

• 1+ year of customer service, order entry or inside sales support experience
• Strong attention to detail with numbers, part numbers, pricing and customer information
• Clear written and verbal communication, and a sense of urgency on customer requests
• Ability to manage a high volume of open quotes and orders without letting any fall through
• Comfort learning new systems quickly, including ERP and CRM software
• Ability to work independently and as part of a team
• Proficiency with Microsoft Office
• Preferably in distribution
• Experience with P21 or another distribution ERP
• Experience supporting government, public safety or public sector customers
• Experience with cooperative purchasing contracts (OMNIA Partners, Sourcewell, state contracts) or government purchase orders and RFQs
• Background in safety, PPE, fire, law enforcement or emergency response products
• Experience sourcing non-stock items from manufacturers
• Experience with Dynamics CRM

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with an employer match program
• Employer-paid Long Term Disability
• Voluntary Term Life, Accident, and Disability Insurance
• Employee Assistance Program with added benefits such as financial wellness and planning
• Paid time off
• 7 paid holidays throughout the year
• Yearly appraisal and bi-annual reviews
• Certifications and continued job development opportunities
• Opportunities for promotion and growth
• A positive company culture
• Casual work environment
• Fully remote work arrangement

Company Overview