Customer Service Technician

Job Description

Take your career further with McLane!

The McLane team is the driving force behind our success. A diverse group of professionals, from Sales and IT to Dispatchers and Mechanics, work together seamlessly to keep our operations running smoothly. Their dedication, expertise, and collaborative spirit are essential to achieving our goals and supporting other teams within the organization. As a member of our team, you'll have the chance to learn from industry leaders, develop your skills, and build lasting connections with colleagues nationwide.

The Customer Service Technician provides Tier 1, customer-facing technical support for McLane ordering and fulfillment technologies. This role supports SourceLink ordering, Smart Handheld (SHH) applications, customer authentication requests (including password resets), and other customer-facing technologies as developed. The position serves as a primary point of contact for customer technology support across multiple communication channels, including phone, email, and cases received through supported customer systems, delivering structured troubleshooting, accurate documentation, and disciplined escalation within a tiered support model.

Benefits you can count on:

• Pay rate: $19.00 to $20.00 per hour.
• Generous benefits that start on your 60th day: medical, dental, and vision insurance, FSA/HSA and company-paid life insurance.
• Earn vacation time, and sick leave accrual from day one and paid holidays after 90 days.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, parental leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

• Serve as a front-line point of contact for customer technology support via phone and email.
• Provide Tier 1 support for SourceLink ordering, including order placement assistance and common ordering issues.
• Provide Tier 1 support for Smart Handheld (SHH) applications using approved troubleshooting documentation.
• Handle customer password reset and access-related requests in accordance with approved security procedures.
• Communicate customer-facing ordering system changes, enhancements, outages, and known issues.
• Create, update, and manage customer interactions and cases, ensuring accurate categorization and clear, complete documentation.
• Escalate issues outside Tier 1 scope following defined Tier 2 and Tier 3 processes.
• Support new customer-facing technologies as introduced following approved training and documentation.
• Support call and email volume for Customer Care aligned activities during peak demand or special initiatives.
• Participate in training, shadowing, and knowledge-sharing activities to expand system proficiency.
• Other duties may be assigned.

• Have a high school diploma or GED.
• Experience in customer service or technical support environments.
• Strong verbal and written communication skills.
• Ability to troubleshoot and document Tier 1 technical issues using structured workflows.
• Comfort navigating multiple systems while supporting live customer interactions.
• Be flexible to accommodate changes in workload, team oriented, and open to change with a positive outlook.
• This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.

• Teamwork oriented
• Organized
• Problem solver
• Detailed