Customer Service Representative

Job Description

Job Description

Job Summary: The Sales Center Customer Representative is responsible for all aspects of customer care, ensuring the highest level of professionalism and customer service. This role involves answering customer questions via phone and email, addressing, and resolving customer issues, entering orders into the system, and following up to ensure customer satisfaction. The representative follows established procedures to provide answers or refers calls to appropriate staff, handling typical questions focused on order status, product information, account status, pricing, and services.

Major Responsibilities/Activities:

Customer Interaction:

• Field inbound customer service support calls, often during periods of high volume.
• Take sales calls, offer required upsells, make compelling offers, present appropriate alternatives, and ask for the sale.
• Act as a liaison to the sales team and share leads.
• Apply active listening skills, interject, and paraphrase appropriately to best understand the customer’s needs and wants.
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Help customers navigate the website and place orders online.
• Work with customers to resolve product returns, shipping inquiries, and order status questions.
• Answer questions from customers or individuals on how a product operates or direct them to the appropriate person.

Order and Inventory Quote Management:

• Process orders in a fast-paced environment.
• Edit orders received for price and specifications.
• Inform customers of unit prices, shipping dates, anticipated delays, and any additional information needed.
• Accurately enter data into the computer system.
• Record or file copies of orders received.
• Follow up on orders to ensure delivery by specified dates.
• Compute price, discount, and shipping charges as required.
• Receive and check customer complaints.
• Confer with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Make sure that quotes are processed through the quoting process in a timely manner.
• Type quotes and maintain files for all processed quotes.
• Responsible for sending new pricing, with the correct multiplier, to all customers.

Administrative Support:

• Perform various administrative support tasks including invoicing, filing, payment processing, customer account creation maintenance, and validating special orders to factory records.
• Compile statistics and prepare various reports for management, as needed.

Additional Duties:

• Troubleshoot customer service problems.
• Work with internal departments to meet customer needs.
• Perform other related job duties as assigned.

Minimum Requirements:

• High School Diploma
• One year of professional customer service experience preferred but not required
• Experience in a manufacturing or garage door industry preferred

Essential Mental/Physical Functions:

• Read and interpret documents such as procedure manuals, work instructions, software manuals.
• Write routine reports and correspondences.
• Speak and communicate well with customers.
• Perform basic mathematical functions including add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals and must also be able to calculate percentages.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Complete tasks on time ensuring that Customer Service does not create delays in production because of missed cut-offs.
• Become familiar with all products lines and customer base.
• Become familiar with the computer system (SAP) and be able to input and retrieve data.
• Individuals may need to sit or stand as needed.
• May require walking primarily on a level surface for specific periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.
• Proper lifting techniques required. May include lifting up to 25 pounds for files.
• The performance of this position may occasionally require exposure to the warehouse areas, therefore, he or she should be physically able to safely maneuver in that environment.

Who we are

Hörmann is a premier manufacturer of garage doors. We provide the building industry with high quality, innovative garage doors at competitive prices while maintaining a reputation of quality, reliability, and integrity. We offer a team-centered environment, where each member's unique knowledge, skills, abilities, and efforts define our success as a company. As an international corporation Hörmann LLC prizes diversity in all positions; therefore, candidates with second language ability especially in Spanish or German will be given additional consideration; however, fluency in English is required. Hörmann is an Equal Opportunity Employer with a diverse employment environment. Hörmann is committed to providing access and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act and other applicable laws.

Additional Comments

Hörmann offers a comprehensive, competitive benefit package including medical, dental, vision, life, and supplemental insurance plans, 401(k) with employer match, as well as vacation and holiday pay. Hörmann is a drug-free workplace. All offers of employment will be contingent on successfully passing a criminal background check and a pre-employment drug test.