Call Center Representative

Job Description

Job Description

Call Center Representative

Full Time - Position is 100% on site 

New York Mills, NY, US

The Fountainhead Group is looking for a Call Center Representative to join our FGI Family and support as a member of the Customer Service Team.    Your role as a Call Center Representative will be handling FGI customer orders from start to finish. You will make sure that the orders are accurate and delivered on schedule. You will also address any problems that may arise along the way and find solutions quickly and efficiently.

About Us:

The Fountainhead Group is a family-owned and operated company, dedicated to the success and longevity of our business, our employees, and our community. For more than 130 years, FGI has been creating, innovating, and manufacturing liquid sprayer products for the world's top brands and retailers. From the first compressed air sprayer in 1888, we have dedicated ourselves to creating products that make our customer’s lives easier, expanding our offering to include the highest quality sprayer technology for both home and professional use. 

Across three manufacturing and distribution centers in Central New York, we’re committed to the betterment of our FGI Family of employees and our local community, supporting more than 350+ local nonprofits through our robust philanthropy and volunteer programs to ensure the success of our community for generations to come. 

  What You’ll Do: 

The below describes a typical day as a member of our Customer Service Team.   

Your role as a call center representative involves:

• Routing phone calls to the appropriate people
• Updating and sending various reports to National Sales Managers and Account Rep.
• Tracking and reporting on freight deliveries from various carriers
• Managing and logging customer issues and provide customer with relevant documentation to handle their issue.
• Writing up customer orders taken over the phone
• Editing all free replacement parts orders  
• Fulfilling MSDS sheet requests from customers
• Pulling and adjusting EDI orders daily
• Confirming billing accuracy by comparing shipped and ordered quantities
• Pulling Home Depot routing through Transplace and forwarding to shipping
• Handling Customer Specific EDI transactions sets (ASN’s and 810 invoicing)  
• Settling credit card transactions
• Attending trade shows when needed and available
• Contacting accounts to resolve issues and/or promote sales
• Helping with planning sales meetings, presentations, and show preparation
• Mailing out invoices
• Interacting with FGI customers via phone and email
• Reviewing documents and entering data points into ERP (EPICOR)

Who You Are:

1. You have a high school diploma or equivalent, and some experience working in customer support or a related field.
2. You are comfortable using computers and various software applications, such as ERP, email, and Microsoft products.
3. You have excellent communication skills, both written and verbal, and can convey information clearly and effectively.
4. You are creative and competent in solving problems and finding solutions that meet customer needs and expectations.
5. You are punctual, consistent, and responsible in managing your time and tasks, and can work independently or as part of a team.
6. You are inquisitive and eager to learn new things and expand your knowledge of the company and its products or services.
7. You are adaptable and flexible in handling different situations and customer personalities, and can cope with stress and pressure.
8. You are optimistic and positive in your attitude and outlook, and can inspire confidence and trust in customers and colleagues.
9. You are empowered and confident in your abilities and decisions, and can take initiative and ownership of your work.

The Fountainhead Group is an Equal Opportunity Employer (AAE/EEO) and ranked one of the Best Companies to Work for in New York State by the Society for Human Resource Management. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, refugee or disability status. With over 12 languages spoken at FGI, regardless of language ability, education, or training, there is a place for you within the FGI Family!

Medical

Dental

Paid Vacation

Holiday Pay

401k with employer match up to 2%

Tuition Reimbursement

Health Reimbursement Account (HRA)

Flexible Spending Account (FSA)

Employer paid Life Insurance

Employee paid Voluntary Life and Short Term Disability Coverage

Company Website

To learn more about our company culture and commitment to the local community, visit the “Community” page of our website and be sure to follow our Facebook account for exciting updates and events!