What are the responsibilities and job description for the Customer Service Representative position at Hörmann North America?
Job Summary: The Customer Service Representative is responsible for all aspects of customer care. This includes, but is not limited to, answering customer questions (via phone and email), addressing and resolving customer issues, entering orders into the system, and following up to ensure customer satisfaction, while also maintaining the highest level of professionalism and customer service.
Major Responsibilities/Activities
Customer service is a communications oriented position and will primarily use a computer and telephone to perform most work tasks.
Additional Comments
As an international corporation Hörmann LLC prizes diversity in all positions; therefore, candidates with second language ability especially in Spanish or German will be given additional consideration; however, fluency in English is required.
Major Responsibilities/Activities
- Edits orders received for price and specifications.
- Inform customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.
- Accurately enter data into the computer system.
- Record or file copy of orders received.
- Follow up on orders to ensure delivery by specified dates.
- Compute price, discount and shipping charges as required.
- Receive and check customer complaints.
- Confer with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
- Compile statistics and prepares various reports for management.
- Answer questions from customers or individuals on how a product operates or direct them to the person that is able to assist them.
- Make sure that quotes are processed through the quoting process in a timely manner.
- Type quotes and maintain files for all quotes that are processed.
- Responsible for sending new pricing, with the correct multiplier, to all customers.
- Have obtained a high school diploma, general education degree (GED) or equivalent. Additional education such as an Associates or Bachelor’s degree is a plus.
- Have at least five years of experience in a related work environment (i.e. retail customer service rep., receptionist, order entry specialist, etc.)
- Have basic computer skills which include a working knowledge of MS Word, Excel, and Outlook.
- Have the ability to work flexible hours when required to complete necessary job assignments.
- Have experience with an enterprise resource planning (ERP) software package such as Oracle or SAP. Hörmann LLC manages operations with SAP; therefore, experience with this package is preferred.
- Have the ability to work on several projects simultaneously.
- Read and interpret documents such as procedure manuals, work instructions, software manuals.
- Write routine reports and correspondences.
- Speak and communicate well with customers.
- Perform basic mathematical functions including add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals and must also be able to calculate percentages.
- Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Multitask to the level that interruptions from customer or colleague calls do not impede the ability to complete tasks mistake free.
- Complete tasks on time ensuring that Customer Service does not create delays in production because of missed cut-offs.
- Become familiar with all products lines and customer base.
- Become familiar with the computer system (SAP) and be able to input and retrieve data.
- Maintain a positive attitude in order to effectively convey Hörmann’s good image to the customers, vendors, and homeowners who may call or stop by with inquiries.
- Individuals may need to sit or stand as needed.
- May require walking primarily on a level surface for specific periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.
- Proper lifting techniques required. May include lifting up to 25 pounds for files.
- The performance of this position may occasionally require exposure to the warehouse areas, therefore, he or she should be physically able to safely maneuver in that environment.
Customer service is a communications oriented position and will primarily use a computer and telephone to perform most work tasks.
Additional Comments
As an international corporation Hörmann LLC prizes diversity in all positions; therefore, candidates with second language ability especially in Spanish or German will be given additional consideration; however, fluency in English is required.
