Senior Customer Service Representative, B2B

Company Overview:A-1 Little John Site Services is a premier provider of full-scale temporary site services, specializing in Construction Site Portable Toilet Services, Pump and Haul, Vacuum Truck Services, Temporary Construction Site Fencing, Roll-off Dumpsters, bundle services, and more. Privately owned, with 26 years of experience, we are known for outstanding customer service, cutting-edge fleet technology, impeccable environmental compliance, and strong relationships with employees and customers alike. Our goal is to deliver high-value solutions to our clients across large-scale projects in sectors such as construction, industrial, and emergency services. Our philosophy is to attract great talent who will rise with us, as we continue to experience exceptional growth!Company Core Values of A-1 Little John:Every team memberrides for the brand.Every team memberdemonstrates the grit to complete the job every time.Every team membercontributes as a team player. Every team member is an independent problem solver.Every team member respects team members and customers 100% of the time.Every team memberis conscientious about the details.Every team member demonstrates excellent communication skills. Delivery depends on it.Every team memberis eager to be coached to the next level.Position Overview:The Senior Customer Support Representative is pivotal in ensuring exceptional customer satisfaction, contributing to new business acquisitions and retaining current valued clients through service excellence. This position requires a proactive individual with a deep understanding of customer service and support processes, logistics coordination, and account management, all of which support the company's revenue growth and operational excellence. The Senior Customer Support Representative will report to the Sales Support Coordinator.Qualifications:Bachelor's degree in Business, Marketing, or a related field (preferred but not required).2-5 years of experience in customer service, logistics, or sales support within a B2B environment.Strong understanding of billing processes, inventory control, procurement, and logistics processes.Excellent communication (written and verbal) and interpersonal skills with the ability to build strong relationships, quickly.Self-awareness in leadership and communication.Effective cross-functional collaboration skills.Proficiency in Microsoft Office Suite, Google, CRO and CRM platforms (Salesforce experience preferred).Analytical mindset with a focus on problem-solving and process optimization.Ability to work independently in a fast-paced, results-driven environment.Experience in the construction or site services industry is a plus.Willingness to work extended hours depending on month-end or quarter-end workload.High attention to detail and ability to manage multiple tasks simultaneously.Key Responsibilities:Customer Account Management:Serve as the primary point of contact for key customer accounts, ensuring seamless service delivery and resolution of inquiries.Manage the full order lifecycle, including order placement, invoicing, returns, voids, and pricing verification.Maintain strong relationships with customers, understanding their evolving needs and identifying opportunities for upselling or bundling services.Communicate with customers via phone, email, and in-person to provide real-time updates on service availability, job status, and logistics.Ensure that all customer contracts and purchase orders are accurately invoiced and fulfilled according to agreed terms.Sales and Business Development Support:Partner with the sales team to identify and pursue new business opportunities within existing accounts.Assist in the development and implementation of sales strategies to enhance customer engagement and satisfaction.Track and monitor customer interactions, inquiries, and potential leads within the company's CRM system.Contribute to business development efforts by providing insights on customer needs and market demands.Logistics and Operations Coordination:Involve inventory management to ensure the availability of services and equipment for client needs.Communicate and coordinate with the operations team to optimize scheduling, service delivery, and logistics efficiency as it creates excellent customer service to the client.As needed, monitor and manage back-order processes, ensuring timely fulfillment and customer communication.Collaborate with internal departments to address service challenges and implement process improvements.Process Improvement and Reporting:Participate in identifying customer service process solutions to enhance operational effectiveness and customer satisfaction.Generate reports on customer satisfaction, service performance, and operational metrics.Provide Sales Support coordinator with monthly and quarterly assessments for customer retention and revenue growth.Compliance and Risk Management:Ensure all services adhere to safety and environmental regulations.Maintain accurate records and documentation to support regulatory compliance.Address and resolve customer complaints with a focus on timely and satisfactory resolutions.All employees are subject to a pre-employment screening and regular drug testing.Competitive Pay & Benefits:Competitive salary.Health and Retirement Benefits.Paid time off and holidays.Professional development and advancement opportunities.How to Apply:If you are a driven professional looking for an opportunity to be mentored to rise with our company and have a passion for customer success and operational excellence, we encourage you to apply. Submit your resume and cover letter to Codycopeland@ or apply online via our LinkedIn Job Posting.

Created: 2025-02-12