Hörmann North America · 6 hours ago
Customer Service Representative
Murfreesboro, TN
Full-time
Onsite
Entry Level
1+ years expHörmann North America is a premier manufacturer of garage doors, committed to providing high quality and innovative products. The Sales Center Customer Representative is responsible for ensuring excellent customer care, handling inquiries, processing orders, and resolving issues to maintain customer satisfaction.
FurnitureHardwareManufacturing
Responsibilities
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
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
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
Troubleshoot customer service problems
Work with internal departments to meet customer needs
Perform other related job duties as assigned
Qualification
Required
High School Diploma
One year of professional customer service experience preferred but not required
Experience in a manufacturing or garage door industry preferred
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
Preferred
One year of professional customer service experience
Experience in a manufacturing or garage door industry
Candidates with second language ability especially in Spanish or German will be given additional consideration
Benefits
Medical
Dental
Vision
Life
Supplemental insurance plans
401(k) with employer match
Vacation and holiday pay
Company
Hörmann North America
Innovative Door Systems made in North America High Performance and Industrial Doors High speed, industrial and commercial doors with features geared towards specific industry applications such as mining, parking, cold storage and automotive.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Cathy Buckingham
Founder, Past President and CEO
Company data provided by crunchbase