Inside Sales / Customer Support

Solutions Specialist

Department: Customer Service

Reports To: Store Manager

Job Purpose:

The Solutions Specialist serves as the front-line connection between Richards Supply and our customers, providing exceptional service through accurate order processing, proactive communication, and solution-oriented support. This role ensures each customer experience reflects our commitment to responsiveness, reliability, and long-term partnership.

KEY RESPONSIBILITIES

• Answer incoming calls, emails, and online inquiries with professionalism and urgency
• Accurately enter and manage customer orders using Profit21 (ERP)
• Monitor and follow up on open orders to ensure timely fulfillment and customer satisfaction
• Track and manage open quotes to maximize conversion rates and identify follow-up opportunities
• Submit and manage vendor quote and stock requests to support non-stock or special-order items
• Resolve customer issues related to orders, shipments, returns, or billing with a solution-oriented mindset
• Collaborate with Management, Field Sales, and Warehouse teams to ensure timely order fulfillment and delivery
• Provide product availability, pricing, and lead time information to support customer decisions
• Identify and act on upsell and cross-sell opportunities using CRM tools (Proton), including Due to Reorder and Suggested Items lists
• Follow established procedures to initiate returns, credits, and customer complaints
• Escalate complex issues to the appropriate department while maintaining ownership of resolution
• Support digital account setup and online portal assistance when needed
• Maintain organized and up-to-date customer records in CRM (Proton)

PERFORMANCE STANDARDS

Be On Time

• Respond to all customer inquiries within 1 business hour
• Process and confirm orders the same day they are received
• Proactively follow up on open quotes within 48 hours
• Submit vendor quote and stock requests within 2 business hours of receipt

Do It Right

• Maintain 100% accuracy on order entries and quote details
• Follow company SOPs for open order tracking and vendor requests
• Ensure product and delivery information is verified before communicating with customers
• Self-edit all external communication for professionalism and grammatical accuracy

Work As One

• Collaborate with Sales, Inventory, and Warehouse teams to manage order flow and product availability
• Keep CRM records updated to support cross-functional visibility and account management
• Share customer insights to aid in forecasting and inventory planning
• Assist teammates during high call volume or coverage gaps
• Participate in training sessions and help onboard new team members

CLEAR LINE OF SIGHT

Each role at Richards Supply supports our company goal: earning a “seat at the table” in our customers’ production and planning meetings. This section explains how the Solutions Specialist builds customer trust and long-term value.

• Builds confidence through timely follow-ups on open orders, quotes, and requests
• Drives value by recommending relevant products and reorder suggestions through CRM insights
• Prevents errors and delays by ensuring complete, accurate, and verified order data
• Enhances customer experience through consistent, reliable communication
• Acts as a dependable liaison between customers, vendors, and internal teams

QUALIFICATIONS

Required

• 2+ years of customer service or order entry experience in a B2B or distribution environment
• Strong attention to detail and organizational skills
• Proficiency in Microsoft Office (especially Outlook and Excel)
• Clear verbal and written communication skills

Preferred

• Experience with ERP (Profit21) and CRM (Proton) platforms
• Familiarity with industrial supply products or MRO operations

Physical Requirements

• Ability to sit and work at a computer for extended periods
• Occasional lifting of office supplies or product samples (up to 25 lbs)
• Regular use of a headset, phone, and keyboard throughout the workday

WORK ENVIRONMENT

• Office-based role located at a Richards Supply branch (Waco, Fort Worth, or Temple)
• Monday–Friday schedule with occasional extended hours during peak demand
• Team-centered environment with strong cross-department collaboration
• Frequent use of ERP, CRM, and communication platforms