Customer Service Rep I

The Hillman Group, Inc.•Villa Rica, GA

44d•Onsite

About The Position

Establishes and maintains positive relationships with customers and Hillman Field Service staff by receiving and responding to a high volume of telephone requests. Essential Job Functions Customer Support - 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. Account Management Support - 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. Order Management - 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. Product and Merchandising Support - 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. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. Employees are expected and encouraged to 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.

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
Functional vision and hearing required

Nice To Haves

Six months call canter 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
Answer questions concerning product application and proper usage
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