Customer Service Representative

Customer Service Representative

Join a family-owned & operated company with 42+ years of stability & growth with industry-leading products that are 100% manufactured in the USA!

Headquarters in Cleveland OH with regional facilities in Houston TX, Atlanta GA, and Reno NV, Hose Master is North America's largest manufacturer of flexible metal hose and metal bellows expansion joints, with over 450,000 square feet of manufacturing space.

Founded in 1982, Hose Master has established itself as the first choice in metal hose and metal expansion joints for industrial markets including power generation, refining and petrochemical, steel, pulp and paper, chemical processing, marine and offshore, liquid terminals, and bulk material handling.

We are passionate about providing customer-driven designs, manufacturing excellence, and superior service. Innovation and application expertise are the cornerstones of our identity and the fuel for our growth.

Customer Service is responsible for daily service and selling of Hose Master Products.

• Provide sales and engineering support for flexible metal piping products (hoses, metal bellows and expansion joints)
• Deliver company value proposition via phone (inbound and outbound), email, and fax on a daily basis.
• Additional focus on reactivating inactive customers and recruiting new customers in assigned territory and or line of business.
• Manage retention and growth of assigned accounts utilizing company initiatives, programs, and resources.
• Follow up on outside sales efforts to maximize sales opportunities.

Primary Job Responsibilities

• Primary contact for assigned customer accounts.
• Provide value in every aspect of the customer experience.
• Provide pricing and product information to customers.
• Place, monitor, and ensure timely shipment of customer orders.
• Maintain CRM system for each customer contact and activity.
• Resolve related quote, order, and invoice issues.
• Conducts general order entry from Order Entry software.
• Contacts customers and derives order requirements using the "STAMPED" method.
• Manage, develop, and grow assigned accounts through regular contact.
• Manage, develop, and nurture strategic customer relationships.
• Partner with Outside sales resources and management to support territory objectives.
• Complete targeted sales campaigns assigned by management.
• Report customer and market developments to Field sales partners and management.
• Keep abreast of product, service, and industry developments.
• Organize, maintain customer and company information.
• Attends all Inside Sales meetings to stay up-to-date on all products and services.
• Complete other duties as assigned.

Qualifications

• Experience in a high volume Manufacturing Customer Service Department.
• Knowledge of hose and expansion joints is preferred.
• ERP, CRM, phone, and web-based system proficiency.
• Proven ability to interact in a collaborative, team environment.
• Excellent verbal and written communication skills.
• Ability to take charge when necessary and initiate actions on behalf of customers.
• MS Office application experience.
• Complex problem-solving and decision-making skills.
• Demonstrated excellence in servicing customers and developing strategic relationships via the phone.
• Demonstrate ability to learn product information and transfer knowledge to customers.
• Some technical aptitude and working with numbers

Experience Required

• 1-3 years direct customer selling experience from a phone perspective.
• Inside Sales experience with a manufacturing company is preferred.
• High School Diploma or equivalent.

Competencies

• Communication
• Leadership
• Customer Focus
• Analysis and Problem Solving
• Decision Making
• Planning and Organizing
• Values, Trust and Integrity
• Continuous Learning
• Quality
• Adaptability/Flexibility
• Team Effectiveness

Physical Requirements

Duties are primarily performed in an office environment while sitting at a desk or computer terminal. While performing the duties of this job, the employee is frequently required to sit, stand walk, talk and hear. The employee is frequently required to use hands to finger, handle, or feel objects, tools or controls; and reach with hands and arms. Duties may take the incumbent onto the shop floor for extended periods of time to resolve issues or locate/coordinate orders. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Hose Master is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.