Customer Service Representative with Sales Support

Customer Service Representative with Sales Support

Location: Altamonte Springs, FL (In-Office, not remote )
Schedule: Full-Time | Monday–Friday, 8:00 AM to 5:00 PM
Reports To: Customer Service Manager and Sales Leadership

- APPLICATIONS WILL BE CONSIDERED ONLY FROM CANDIDATES WHO MEET THE REQUIRED QUALIFICATIONS -

Company Overview
Global Procurement Solutions, Inc. (GPS Inc.) is a Service-Disabled Veteran–Owned Small Business and one of the fastest-growing SDVOSBs in its sector. Founded in 2010, GPS provides federal agencies nationwide with discounted janitorial and sanitation supplies, offering a catalog of more than 25,000 products to VA hospitals, military installations, and other government customers.
GPS is affiliated with mission-driven organizations including 1Nation, a 501(c)(3) cross-partisan organization dedicated to rediscovering common ground among Americans, and 1Nation Action, a 501(c)(4). The company maintains an entrepreneurial, execution-focused culture that values adaptable problem solvers, clear communicators, and team-oriented professionals who take initiative and contribute to continuous improvement across GPS and its related entities.

Position Overview

GPS is seeking a motivated and proactive, customer-oriented Customer Service Representative with Sales Support to serve as a primary point of contact for customers while actively supporting sales operations. This role is ideal for an individual who excels in a fast-paced environment, values accuracy and follow-through, and is interested in building a foundation in customer service, sales support, and operational coordination within a growing federal supplier.
This position is intended for an experienced professional and features well-defined responsibilities, consistent expectations, and long-term ownership of core customer service and sales support functions.

Key Responsibilities
Customer Service & Order Support

• Serve as the first point of contact for customers via phone and email, providing timely, professional, and accurate responses to inquiries.
• Assist customers with product information, pricing, availability, order placement, and order status.
• Handle customer issues and complaints with professionalism, ensuring timely resolution and customer satisfaction.
• Investigate and resolve service or billing issues in coordination with accounting and internal teams as needed.

Order Processing & Data Management

• Prepare and process customer orders received via phone, email, or EDI.
• Accurately enter orders into the ERP system and place orders through vendor portals or EDI platforms.
• Track order status through vendor systems and update progress within the ERP.
• Create and manage cases related to order issues, discrepancies, or delays.
• Process order invoicing and maintain accurate order documentation.
• Perform miscellaneous administrative and operational tasks as assigned by the Customer Service Manager.

Sales Support & Business Development Assistance

• Support Sales Leadership by aligning daily activity with the maintenance of existing federal accounts and the pursuit of new opportunities.
• Assist with generating quotes, processing sales-related orders, and following up on leads.
• Support efforts to recapture lost business as identified by the sales team.
• Identify opportunities to cross-sell or promote additional products and services when appropriate.
• Maintain a working knowledge of GPS products, services, and customer requirements.

Internal & External Collaboration

• Work closely with internal teams, including sales, accounting, and order processing, to ensure smooth execution of customer needs.
• Communicate effectively with external vendors to resolve order-related issues.
• Participate in weekly order processing meetings to address outstanding issues and improve workflows.

Continuous Improvement & Market Awareness

• Maintain accurate records of customer interactions and transactions in the CRM system.
• Stay informed on product updates, industry trends, and market conditions relevant to customer needs.
• Recommend process improvements while adhering to company policies and standard operating procedures.

Required Skills & Qualifications
Experience & Knowledge

• Strong experience with internet-based tools and professional email communication.
• Basic understanding of accounting concepts, including invoices, purchase orders.
• Ability to manage orders and billing processes with accuracy and attention to detail.

Technical Skills

• Proficiency in Microsoft Outlook, Excel, and other Microsoft Office applications.
• Experience handling PDFs and documentation using Adobe tools.
• Familiarity with CRM systems and online ordering platforms.
• Experience with NetSuite ERP is preferred but not required.

Core Competencies

• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to build rapport with customers and colleagues.
• High attention to detail with strong note-taking and documentation habits.
• Effective time management skills with the ability to multitask and prioritize in a fast-paced environment.
• Proactive problem-solving mindset and a positive, customer-focused attitude.

Work Environment & Additional Information

• This is a full-time, hourly, in-office position based in Altamonte Springs, FL (not remote).
• Employees are expected to follow established company SOPs.
• The role will evolve as the employee gains experience, with additional responsibilities introduced over time.
• GPS operates in a collaborative, team-oriented environment with frequent interaction across departments and with external partners.
• The work pace is dynamic, with periods of high volume requiring effective prioritization and adaptability.