Materials Management Customer Service Representative

Position Overview The Materials Management Customer Service Representative serves as the primary link between customers, inventory, and operations, ensuring a smooth and reliable order-to-delivery experience. This role combines customer support, product knowledge, and inventory coordination to help customers select the right cutting tools and MRO products, resolve technical or order issues, and maintain accurate records. Working closely with sales, warehouse teams, and suppliers, the representative supports efficient fulfillment, manages returns and warranties, and contributes to continuous improvements in vending solutions and customer service processes. Key Responsibilities Customer Support: Provide exceptional customer service by responding to inquiries, processing orders, and addressing customer concerns in a professional and timely manner. Product Knowledge: Develop a deep understanding of our cutting tools and MRO products to effectively assist customers in product selection and use. Inventory Management: Monitor and manage inventory levels to ensure products are available when needed, while minimizing excess stock and carrying costs. Order Processing: Accurately process customer orders through our systems, ensuring correct product selection, pricing, and delivery options. Technical Assistance: Assist customers in solving technical issues, product inquiries, and providing guidance on product compatibility and performance. Returns and Warranty Handling: Manage product returns, warranties, and replacements while maintaining a positive customer experience. Documentation: Maintain accurate and up-to-date records of customer interactions, orders, and inventory data using MS Excel and the company’s ERP system. Collaboration: Work closely with the sales team, warehouse personnel, and suppliers to facilitate efficient order fulfillment and address any product-related concerns. Project Implementation: Assist in the implementation of projects related to vending solutions and customer service improvements. Software Proficiency: Use various vending equipment software platforms to manage vending solutions effectively. Problem Resolution: Investigate and resolve customer complaints, issues and opportunities, escalating when necessary to ensure a swift and satisfactory resolution. Qualifications High school diploma or equivalent; post-secondary education in a relevant field is a plus. Previous customer service experience, particularly in an industrial or supply chain setting, is preferred. Strong interpersonal and communication skills, both written and verbal. Proficiency in using MS Excel for data analysis and reporting to include formulas, pivot tables, VLOOKUP, and text manipulations, minimally. Experience with various vending equipment software platforms is a plus. A solid understanding of cutting tools and MRO products. Excellent problem-solving abilities and attention to detail. Ability to work independently and as part of a team. Strong organizational and time management skills. Willingness to learn and adapt to new products and technologies. A commitment to providing exceptional customer service. About Next Industries We are more than an industrial supplier. We are manufacturing, technical, and engineering experts, driven to streamline and provide visibility to the supply chain. For three generations, we have worked relentlessly to understand each customer's evolving needs with the aim of reducing costs, mitigating downtime, and reallocating resources to core priorities. We draw on the depth and breadth of our cutting tool, metalworking, machine tool, and MRO inventory – augmented by inventory management and service platforms – to maximize operations. And we are defined by the manufacturing experience, technical knowledge, and unparalleled service of our team, whom our customers trust to solve their most difficult problems. It’s not just what we do, it’s who does it. Our people are our most valuabl…

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