Customer Service Representative - Portland

Hormann Career Portal•Portland, OR

About The Position

The Customer Service Representative answers customer questions and follows established procedures to provide information or route inquiries to appropriate staff. Typical questions concern order status, product information, account status, pricing, and products or services. The role handles inbound customer service and sales calls, processes orders in a fast-paced environment, and works with internal departments and customers to resolve issues. It reports to the Sales Center Office Supervisor. Hörmann is a premier manufacturer of steel, aluminum, and custom wood garage doors. The company serves the building industry with high-quality, innovative products at competitive prices and emphasizes quality, reliability, integrity, and a team-centered environment. Hörmann is an Equal Opportunity Employer and a drug-free workplace. Employment offers are contingent on successfully passing a criminal background check and a pre-employment drug test.

Requirements

High school diploma or GED equivalent; the description allows any combination of education, skills, and knowledge that qualifies the candidate for successful performance.
Knowledge of products and quality standards, customer service principles and practices, the product catalog, and troubleshooting techniques.
Strong oral and written communication skills and strong interpersonal skills.
Microsoft Office skills and proficient computer, keyboarding, and 10-key skills.
Professional, engaging verbal communication skills by phone and in person, and the ability to handle high-volume phones and a fast-paced environment.
Ability to coordinate work with customers and suppliers, manage time to meet targets and deadlines, multitask, and maintain focus and positivity while resolving challenging or complex problems.
Passion and enthusiasm for customer service excellence and a positive, upbeat, professional demeanor.

Nice To Haves

College coursework.
One year of professional customer service experience.
Experience in manufacturing or the garage door industry.

Responsibilities

Field inbound customer service support calls, including during extended periods of high call volume.
Take sales calls, make compelling offers, present appropriate alternatives when necessary, and ask for the sale.
Use active listening, interjecting and paraphrasing appropriately to understand customer needs and wants.
Troubleshoot customer service problems.
Process orders in a fast-paced environment.
Provide knowledgeable answers about products, pricing, and availability.
Help customers navigate the website and place orders online.
Work with internal departments to meet customer needs.
Help customers resolve product returns, shipping inquiries, and order status questions.
Perform other related duties as assigned.