Customer Service Specialist II

Customer Service Representative

Compensation Details: $19.00 per hour

Why should you join our team? Ace lives its values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don't often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, to Ace retailers and to the Ace brand.

In addition to providing our employees a great culture, Ace also offers competitive benefits that address life's necessities and perks, many of which expand and improve year after year, including:

• Weekly Pay
• Paid Time Off Programs (incl. vacation, paid sick time, holiday pay). Newly hired full-time employees will receive a one-time pro-rated allocation of up to 24 hours of vacation in their first calendar year depending on the month of hire. Up to 48 hours of paid sick time, or in accordance with applicable state law. You will receive up to 9 holidays per year, depending on the month of hire.
• Comprehensive health coverage (medical, dental, vision and disability up to 26 weeks short-term disability and long-term disability) & life insurance benefits for you and your dependents
• Generous 401(k) retirement savings plan with a fully vested matching contribution the first year in addition to quarterly contributions and annual discretionary contribution (once eligibility requirements have been met). Over the past 5 years, company contributions (matching, quarterly & discretionary) for fully eligible employees have averaged 10% of total eligible compensation
• Dock to Driver Program: Ace will pay for your CDL License and Training to provide a career path transition to a Driver position
• Long-term Career Opportunities: Many of our leaders started with Ace looking for a job, just like you, but found long-term career opportunities at our 15 Distribution Centers across the country and our Corporate Headquarters. Our company is growing, and we would love to have you grow with us!
• Tuition Reimbursement Program
• Employee Recognition Program
• Merchandise Discounts on Top Brands like Weber, Traeger, Yeti, Craftsman, DeWalt and thousands more!
• Employee Assistance Program (EAP) access to free visits to therapists and lawyers, guidance on financial matters, elder and childcare, and assistance with tickets to entertainment events
• Adoption cost reimbursement

* Benefits are provided in compliance with applicable plans and policies.

Job Description

What You'll Do:

• Receives telephone inquiries from retailers regarding order status, adjustments, stock on hand, etc.
• Retrieves retailer information, stock status information, status of purchase orders, make changes to purchase orders, etc.
• Follows up on inquiries by checking computer programs for delivery information.
• Works closely with shipping and traffic departments regarding delivery status.
• Checks with credit department concerning credit status of retailers upon receipt of rush orders.
• Maintains files of active orders and post activity such as change notices, scheduling changes, partial shipments and credit adjustments.
• Prepares paperwork for accounting department for credits and debits.
• Reviews all Returned Goods Forms for correct reason codes to determine correct inventory adjustments and credits are issued.

Ace Hardware is committed to promoting and maintaining a safe, healthy and injury-free environment for all team members. This is our number one priority, and we will support programs and initiatives that focus on this commitment. It is critical that all team members take responsibility for their safety as well as the safety of others to ensure that Ace Hardware is a world-class safety organization.

What you need to succeed:

• Be a safety champion by promoting a safe and productive workplace through your own actions, including the proper use of PPE, safe operation of powered equipment and safe lifting techniques as determined by the role.
• Be an active participant in contributing to a successful safety culture in the facility.
• Minimum high school diploma required. Some college education is preferred.
• Minimum of 2 years customer service experience.
• Excellent phone skills including professional phone presence.
• Superb problem-solving skills, with ability to interact with anxious customers and follow through quickly with problem resolution.
• Excellent computer skills. Prefer experience with SAP, AS400, Microsoft Word and Excel.
• Ability to work in warehouse environment when researching discrepancies.

Equal Opportunity Employer

Ace Hardware Corporation is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

Disclaimer

The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual's education, training and experience, the position's work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written "Position Description" is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Corporation reserves the right to change job duties, including essential job functions, according to business necessity.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.