Job Description

We are seeking a detail-oriented and customer-focused Industrial Customer Service Representative to join our team.

In this role, you will serve as the primary point of contact for industrial clients, ensuring their needs are met with efficiency and professionalism. Responsibilities include processing orders, managing inquiries, resolving issues, and coordinating with internal departments such as sales, logistics, and production. The ideal candidate will have strong communication skills, a solid understanding of industrial products or services, and the ability to thrive in a fast-paced, solution-driven environment.

Pay range: $20-$22 an hr, depending on experience

Schedule: Mon-Fri 7:30 am-4pm

RESPONSIBILITIES:

• Receive, process, and verify the accuracy of orders from customers utilizing the customer purchase order process and internal ERP system(s)
• Schedule and confirm shipping quantities and dates with freight carriers and customers.
• Initiate response and action to requests and inquiries from customers and branch/regional offices to resolve order-related issues, including change orders, order maintenance, shipping and delivery, and updates to customer files, making sure to communicate changes to appropriate personnel/departments in a timely manner.
• Communicate and provide feedback on customer complaints regarding quantity, quality, shipping delays, etc.
• Use internal systems and data to research and resolve difficult customer service situations in a calm and efficient manner.
• Identify and introduce new ideas and solutions to increase the customer service department's accuracy, efficiency, and responsiveness.
• Perform other related duties as assigned.

Requirements

A Successful CSR Candidate, You Have:

· One to three years experience in inside sales, sales, or customer service

· A high school diploma or GED

Even Better:

· Experience in the fence industry or experience as a fencing installer

· Bachelor’s degree or equivalent work experience

Skillset:

• Upselling & Cross-Selling: Recommending complementary products (e.g., gates, hardware, coatings) based on customer needs.
• Lead Qualification: Identifying potential buyers and passing qualified leads to the sales team.
• Quote Generation: Preparing accurate quotes based on product specs, volume, and delivery timelines.
• Product Knowledge: Deep understanding of fencing materials (e.g., vinyl, wood, aluminum, chain link) and installation processes. + huge plus!!
• Order Management: Ability to process, track, and follow up on customer orders, including custom orders and bulk shipments.
• CRM Proficiency: Experience using customer relationship management systems to log interactions and manage accounts.
• Problem Solving: Handling complaints, delivery issues, and product defects with professionalism and urgency.
• Communication: Clear, courteous, and persuasive verbal and written communication skills.

Who is Merchants Metals?

Merchants Metals is one of North America's largest manufacturers and distributors of fence systems. With 35 distribution branches, four manufacturing facilities, and a 60-year legacy of providing quality fencing and accessories, Merchants Metals remains the contractors’ and architects’ choice for excellence. Our complete line of products includes perimeter security solutions for industrial, commercial, and residential applications.

Why Work With Us?

· We offer a competitive salary and benefits, including health, dental, and vision coverage for you, your spouse, and your dependents.

· We invest in your retirement with a strong company match in your 401K

· We plan for the unexpected with company-paid and long- and short-term disability insurance

· We offer benefits that fit your situation with optional add-ons like Legal Shield, Identity Theft Protection, Critical Illness insurance, and Accident insurance.