Customer Service Representative - Public Safety

Why Choose Mallory?

For more than 40 years, Mallory has provided safety expertise and supply chain efficiency, along with a broad array of safety products and solutions. We apply thought and creativity to build best-in-class solutions, and that approach has helped us quadruple in size over the last 20 years. We are the largest independently held safety distribution company, with 35+ locations and over 600 employees.

Mallory has always been family-owned and privately held. Our business is built around the customer, and we thrive by providing basic service brilliance. We offer a casual work environment, professional development and promotion opportunities. Thirty-three core values guide our intentional, employee-centric culture. We are looking for dedicated, motivated and smart people to grow with us.

About the Public Safety Team

Mallory’s Public Safety team supplies police departments, sheriff’s offices, fire departments, USAR and HazMat teams, public works, hospitals and universities. Most of that business moves through the OMNIA Partners cooperative contract, which lets agencies buy from Mallory without running their own bid process. Agencies often work against grant deadlines, so a quote that goes out in an hour instead of two days can decide whether they spend the money with us.

The product line is broad (duty gear, ballistic protection, SCBA and respiratory, turnout gear, rescue and confined space, gas detection, traffic safety, emergency response equipment) and a large share of orders are non-stock items that need to be sourced from manufacturers. Our service and repair, training and custom fire apparatus fabrication work run alongside it.

The Role

As a Public Safety CSR, you are the person who turns a customer’s request into a correct quote and a correct order. You work directly with our Government and Public Safety Account Managers and with agency customers, and you help keep fast response time and accurate paperwork at the center of how this team operates.

Because most of what the team sells is non-stock and contract-driven, this is a role where you learn the product line and the OMNIA contract well and become the person account managers rely on. CSRs who build OMNIA expertise are the ones we need more of: the contract is a growth priority for the company, and the team that supports it needs to grow with it.

How You Will Make an Impact

• Build and send accurate quotes quickly, including pricing from manufacturers on non-stock items, and follow up on open quotes
• Enter and process orders in P21, including OMNIA contract orders, with the correct contract number, pricing and ship-to information
• Confirm that each agency is registered in P21 for OMNIA pricing before the order is entered, and handle registration when it is needed
• Apply contract pricing rules correctly, including freight, state contract fees where they apply, and when to bring in a manager or account manager for pricing questions
• Track orders from purchase order to delivery: confirm with vendors, communicate ship dates, and resolve backorders and delays before the customer has to ask
• Handle returns, RMAs, sample requests and warranty or service issues with vendors and the Mallory service team
• Answer customer questions by phone, email and Teams, and route technical or product-selection questions to the right account manager or product specialist
• Document customer interactions, cases and quote revisions in Dynamics CRM
• Flag sales opportunities you see in the order flow (an agency that keeps buying single items on the contract, a new department placing a first order) and pass them to the account manager
• Support a high volume of line items across multiple account managers while keeping accuracy high
• Work with Mallory’s purchasing, accounts receivable, shipping and service teams to keep orders moving

What We Are Looking For

• 1+ year of customer service, order entry or inside sales support experience, preferably in distribution
• Strong attention to detail with numbers, part numbers, pricing and customer information
• Clear written and verbal communication, and a sense of urgency on customer requests
• Ability to manage a high volume of open quotes and orders without letting any fall through
• Comfort learning new systems quickly, including ERP and CRM software
• Ability to work independently and as part of a team

• Proficiency with Microsoft Office

• Experience with P21 or another distribution ERP -…