Call Center Representative

MACNY's Job Board•Village of New York Mills, NY

9d•$19 - $21•Onsite

About The Position

Are you a natural problem-solver with a passion for helping others? Join The Fountainhead Group as a Call Center Representative and become an essential part of our friendly and dedicated Customer Service Team. In this onsite/in-person role, you’ll be the voice of FGI—guiding customer orders from start to finish, ensuring accuracy, timely delivery, and turning challenges into solutions. If you thrive in a fast-paced environment and love creating positive customer experiences, we’d love to have you on the team! Please note: This is an onsite role and relocation packages are not offered.

Requirements

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

Responsibilities

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)