Customer Service Representative

Company: Summit Hydraulics

Location: In person at Summit Hydraulics, 21415 N. 15^th Lane, Ste. 105, Phoenix, AZ  85027

Position Type: Full-Time

Pay: Starting at $22/hour (Non-exempt) (dependent on experience)

Company Overview: Summit Hydraulics is a leading provider of E-commerce hydraulic solutions, offering a wide range of high-quality products and services to various industries. Our commitment to excellence and innovative solutions has positioned us as a trusted partner for our customers. We are currently seeking a talented Technical Support/ Customer Service Representative to join our team and help us maintain our reputation for outstanding customer service.

Job Overview: Given our rapid growth, we are looking for a dynamic Customer Service Representative to join our team.

The ideal candidate for the Customer Service Representative role must have strong verbal and written communication skills, attention to detail, and a high level of organizational skills.

The ideal candidate needs a see it, grab it, do it attitude to meet the customer’s needs and expectations. Must be able to handle an ever-changing, fast paced work environment.

A background in e-commerce customer service or mechanical experience is a plus and will be considered in place of product specific experience.

Essential Duties and Responsibilities:

• Interacting with customers to answer questions, provide assistance, process requests by phone, email and chat to ensure inbound calls go the right team member.
• Navigating our customers through our e-Commerce sites, and help them find the correct products they need.
• Daily customer order entry and facilitation of shipping/tracking details.
• Provide thorough and accurate documentation to customer accounts through our communication channels.
• Identifying areas of opportunity for optimizing results and improving customer satisfaction.
• Answering questions on product knowledge, inventory levels and pricing.
• Resolve customers’ challenges with the best solutions by using all resources for product selection, product identification, order placement, order management, and fulfillment.
• Superior verbal and written communication skills with the ability to assist all members in a friendly, courteous manner with both internal and external customers.
• Maintain product knowledge; understand features and benefits and gain a basic technical knowledge of Summit Hydraulics products and services and provide technical assistance where applicable.
• Use company provided systems/tools to fully document, track, record, follow-up and capture all related sales activity in a timely and accurate manner.
• Perform all other duties as assigned by management in a professional and efficient manner on a daily basis.
• Other responsibilities may be assigned.

Qualifications and Skills:

• Excellent communication and writing skills in English.
• Excellent interpersonal and customer service skills.
• Proficient with Google Office Suite or related software.
• Excellent organizational, time management, and problem-solving skills.
• Ability to create appropriate content for dissemination via social media, websites and other distribution channels.
• Analytical thinker with strong conceptual and research skills.
• Ability to work under pressure and meet deadlines.
• Ability to work independently and/or as part of a team.
• Use a computer and multiple computer programs in each call with periods of prolonged sitting (up to 8 hours per day).
• Experience with ShipStation, Help Scout and/or CIN7 a plus!
• Ability to work independently and as part of a team.

ABOUT YOU:

• Helpful – What can we bring to the situation vs. what can we get from it?
• Solutions Focused - Get creative with client and colleague requests and general problem solving. Get out of the problem and into the solution!
• Do the Right Thing - Regardless of restraints, do what's right for the team and our customers; show respect for all.
• Follows Through – Take ownership, finish what we start, and deliver on promises.
• High stress tolerance - Thrives in a high-pressure environment.
• Adaptable/flexible - Enjoys doing work that requires frequent shifts in direction.
• Achievement-oriented - Enjoys taking on challenges, even if they might fail.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.
• Must be able to access all areas of the facility to determine needs.

Benefits:

• Competitive salary based on experience

• Comprehensive benefits package
• Professional development opportunities.
• An inclusive and collaborative company culture.

• 401(k) with company match
• Medical insurance
• Dental insurance
• Vision insurance
• Short-term / Long-term Disability
• Life insurance
• Paid Time Off
• 10 Paid Company Holidays
• 1 Paid Floating Holiday
• Paid Parental Leave

Supplemental pay types:

• Annual Bonus

Schedule:

• Monday to Friday

Working Conditions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this job description are representative of knowledge, skill and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.