Senior Customer Support Specialist

A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities.

The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment.

Job Summary

Delivers exceptional customer support by managing complex quotes, orders, and service inquiries with urgency and accuracy. Builds strong relationships with associates and customers by resolving issues efficiently, communicating clearly, and leveraging product and process knowledge to ensure a seamless experience. Demonstrates White Cap’s TRUSTED values in every interaction.

Major Tasks, Responsibilities and Key Accountabilities

• Processes strategic quotes and enters complex orders with accuracy and attention to detail.

• Responds to high volumes of customer emails and phone calls with professionalism and urgency.

• Resolves shipment, quality, and order fulfillment issues by collaborating with associates across departments.

• Researches and communicates order status, product availability, and supply chain updates.

• Supports outside sales associates by managing customer needs and coordinating solutions.

• Leverages product knowledge and company guidelines to provide informed recommendations.

• Prioritizes and manages multiple tasks in a fast-paced environment.

• Documents and follows up on customer interactions to ensure resolution and satisfaction.

• Demonstrates transparency and respect in all communications with customers and associates.

• Upholds a disciplined approach to data entry, documentation, and process adherence.

Nature and Scope

• May modify processes to resolve situations.

• Under limited supervision, relies on experience and exercises independent judgment to determine the best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by a supervisor or direct customers of the process.

• Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees' professional development but does not have hiring/firing authority.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Typically requires overnight travel less than 5% of the time.

Education and Experience

• Technical certification or associate degree may be required in some areas. Generally 5-7 years of experience in a related area of responsibility.

Preferred Qualifications

• Minimum 10+ years of experience in customer service or sales support roles.

• Proficiency in Microsoft Office and CRM/order entry systems.

• Strong written and verbal communication skills.

• Ability to multitask and adapt to shifting priorities.

• Critical thinking and problem-solving abilities.

If you’re looking to play a role in building America, consider one of our open opportunities. We can’t wait to meet you.