Call Center Representative

The Fountainhead Group,Inc.•New York Mills, NY

8d•Onsite

About The Position

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 four 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.

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)