Stahls' Hotronix is the highest quality heat press manufacturer known for superior fringe benefits. We provide superior products to any comparable press; innovative research and development (engineered and patented); industry’s best warranties; and blue-ribbon lifetime technical support. In addition, we are the world’s largest manufacturer and we are complaint with worldwide safety standards.

Our company provides amazingly affordable health benefits; a fantastic paid time off schedule; an innovative Wellness program with additional ways to earn extra time off; company paid short- & long-term disability and life insurance policy; plus so much more!

Position Summary

The Customer Service Representative provides support to the Technical Team and Customers through phone and email correspondence. A CSR is responsible for processing customer orders through the appropriate client service and production channels; completing returns and RMAs; and responding to inquiries. Customer Service Reps interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Effectively communicates and executes the client’s request in a timely manner. The position will communicate with both internal and external customers.

Essential Duties and Responsibilities

There is moderate responsibility for decision making, involving evaluation of information. Such decisions must be made in response to changing conditions and often require developing or applying alternative methods. Such interpretive decisions may also involve determining when something will be done or prioritizing tasks for others.

• Assist Clients with Shipping quotes and updating shipping information
• Process order entry and parts check in for client interactions
• Maintains Microsoft Excel spreadsheets and data entry. Provides support with reports and tracking trends.
• Process automated and manual orders; effectively communicating with both internal and external customers relating to order requests; emails, etc.
• Work with client to process returns and replacements, processing credits towards parts, machines, and shipping
• Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers’ problems.
• Maintains and generates documents in Microsoft Word; Excel; and or the integrated network system.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• System review client backorders/cancellations/un-posted invoices.
• Inventory Management, Invoicing, and Returns/credit issuance.
• Complete contract forms prepare change of address records, or issue service discontinuance orders.
• Gathering necessary details to process customer purchase orders creating and production specification sheets to ensure error-free work; customer approval process; purchasing and receipt of garments.
• Refer unresolved customer grievances to designated departments for further investigation
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
• Solicit sales of new or additional services or products
• Establishing and Maintaining Interpersonal Relationships – Developing constructive and cooperative working relationships with others and maintaining them over time.

Education Requirements

Minimum Requirements: High School graduate or equivalent.

Associate degree preferred.

Experience Requirements

Three years- Related experience and or training in the industry

Customer Service preferred

Contacts

External contacts involve a requirement to maintain a continuing external working relationship with a person or organization to discussing and resolving problems. Contact with customers requires to develop relationships with customers, gather comments and propose measures to enhance services to provide personalized services and proactive solutions.

Required Knowledge

• Knowledge of Microsoft Office required; Knowledge of Great Plains a plus.
• Active Listening _ Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting an inappropriate time.
• Speaking – Talking to others to convey information effectively.
• Service Orientation - Actively looking for ways to help people.
• Reading comprehension – Understanding written sentences and paragraphs in work related documents.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Active Learning – Understanding the implications of new information for both current and future problem-solving and decision-making.
• Social Perceptiveness – Being aware of others’ reactions and understanding why they react as they do.
• Time Management – Managing one’s own time and them time of others.

Benefits. You will be entitled to voluntarily participate in all present or future benefit plans upon onboarding including medical, dental and vision plans. Other company-sponsored benefits for regular full-time associates upon meeting eligibility waiting periods.

Benefit overview:

• Comprehensive Medical & Rx, Dental, Optical health programs
• 401(k) & 401(k) Roth Salary Saving Program
• Flexible Spending Accounts – Medical and Dependent Care
• Company-paid Life Insurance & matching Accidental Death & Dismemberment insurance with a provision for an employee buy-up option
• Company-paid Short-Term Disability Insurance and Long-Term Disability insurance with employee purchase buy-up provisions for each
• Employee purchase of Critical Illness Insurance
• Company-paid Business-only Travel Accident Insurance
• Tuition Reimbursement
• Employee Assistance Program
• Wellness Program
• PTO (Paid Time Off): Hourly associates 5 PTO days after 90 days and 5 additional days at 6 months.

Find out more about Stahls’ & Hotronix:

• https://vimeo.com/354709571
• https://vimeo.com/236424368
• https://www.hotronix.com/
• https://www.groupestahl.com/stahls-company-overview/

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• What is your preferred method of communication: Call, text, email, really?

Work Location: In person