Customer Service Rep I

The Hillman Group, Inc. • Tempe, AZ

16h • Onsite

About The Position

The Customer Service Rep I at Hillman is responsible for establishing and maintaining positive relationships with customers and Hillman Field Service staff. This involves handling a high volume of telephone requests, providing comprehensive customer support including order placement, tracking, expediting, and processing pickups and damages. The role also entails supporting sales managers and account assistants with order management, processing various types of orders, and managing order flow by reviewing error reports and hold screens. Additionally, the representative will provide product and merchandising support by answering questions about product application, usage, and specifications, and assisting Field Service staff with display materials. Employees are also expected to actively participate in safety and health program activities.

Requirements

• High School diploma or GED equivalent is required
• Strong Skills in Microsoft Office: Word, Excel, Outlook, and PowerPoint
• Excellent interpersonal, problem solving and communication skills
• Able to work with a variety of personalities and maintain composure under stressful conditions.

Nice To Haves

• Six months call center experience preferred
• General knowledge of hardware industry, Distribution or Retail is preferred

Responsibilities

• Provide support to both Hillman Customers and Field Staff via the phone loop, answer incoming calls from both call loops, provide order support (placement, tracking, expediting, quote, etc.), order entry via phone, fax, email, web site, process pickups and damages.
• Provide support to both sales managers and account assistants, assist account managers and account assistants through order management, process reset and new store orders, process Order review holds.
• Process order flow by managing error reports and hold screens, review daily reports for order errors and process accordingly, review customer service hold screens and process orders according to set guidelines, determine best route for expediting orders when necessary.
• Ability to answer questions concerning product application and proper usage and support Field Service staff with display materials, quickly answer customer questions concerning product usage and specifications, review and know multiple merchandising components by customer to support customer displays.
• Participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees