Customer Service Rep I

Job Title

Establishes and maintains positive relationships with customers and Hillman Field Service staff by receiving and responding to a high volume of telephone requests.

The schedule for this position may include weekends, for example, Sunday-Thursday or Tuesday-Saturday. Pay is $20-22 an hour based on automotive customer service experience. This is a fully remote position that requires candidates to live in the Phoenix, AZ area with ability to be in office occasionally.

Essential Job Functions

• Customer Support Provide support to both Hillman Customers and Field Staff via the phone loop, answer incoming calls from both call loops, provide order support (placement, tracking, expediting, quote, etc.), order entry via phone, fax, email, web site, process pickups and damages.
• Account Management Support Provide support to both sales managers and account assistants, assist account managers and account assistants through order management, process reset and new store orders, process Order review holds.
• Order Management process order flow by managing error reports and hold screens, review daily reports for order errors and process accordingly, review customer service hold screens and process orders according to set guidelines, determine best route for expediting orders when necessary.
• Product and Merchandising Support ability to answer questions concerning product application and proper usage and support Field Service staff with display materials, quickly answer customer questions concerning product usage and specifications, review and know multiple merchandising components by customer to support customer displays.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• High School diploma or GED equivalent is required, six months call center experience preferred

Competencies Knowledge, Skills, and Abilities

• Strong skills in Microsoft Office: Word, Excel, Outlook, and PowerPoint
• General knowledge of hardware industry, Distribution or Retail is preferred
• Excellent interpersonal, problem solving and communication skills; Able to work with a variety of personalities and maintain composure under stressful conditions.

Work Environment and Physical Demands

Work Environment: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands: Office: Sedentary.

The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.