HG Customer Service Rep

GENERAL DESCRIPTION

As a Customer Service Representative & Counter Sales, where you'll play a pivotal role in delivering exceptional service to our customers and sales representatives. Under the guidance of the Corporate Customer Service Manager, with a dotted line to the Operations Manager, you'll be at the forefront of our customer engagement efforts within your region.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties are essential to this position. Management may assign additional duties as necessary.

• Be the go-to expert for order processing, providing top-notch support to sales representatives and customers alike.
• Handle all aspects of order management, including entry, acknowledgment, status updates, tracking, RMAs, and returns, ensuring accuracy and timeliness.
• Keep customer credit, tax, and pesticide license information up-to-date, communicating any changes before finalizing orders.
• Collaborate with Warehouse staff to reconcile physical inventory with system data, facilitating branch-to-branch product transfers when needed.
• Alert Operations or Branch Managers about low or out-of-stock inventory items and ensure prompt order entries to prevent delivery delays.
• Review orders with customers during entry, notifying them of back-ordered items or any delivery concerns.
• Stay informed about product lines and system upgrades by engaging with company communications and seeking knowledge from colleagues.
• Navigate Prelude, our order management software, and manage transactions on our B2B website with ease.
• Maintain the integrity of customer accounts by effectively managing orders, substitutions, and returns throughout the year.
• Cultivate strong relationships with management, the customer service team, the sales force, customers, and vendors.
• Prioritize and handle multiple inbound and outbound calls, addressing customer issues efficiently while completing daily tasks.
• Provide insightful recommendations for resolving customer inquiries and issues.
• Offer backup for team members when necessary and contribute to special projects as requested.
• Identify system challenges and enhancements, proposing solutions to exceed customer expectations, and assist in testing and training efforts.
• Provide excellent customer service to walk-in customers and assist with warehouse duties related to inventory, receiving, and shipping.
• This position requires regular and reliable attendance and adherence to work schedules; this is an in-office position.
• Perform other related duties as assigned.

QUALIFICATIONS

This section lists the required level of job knowledge (such as education, experience, knowledge, skills, and abilities) required to do the job. This section focuses on the minimum level of qualifications for an individual to be productive and successful in this role.

Education:

• Minimum of a High School Diploma or equivalent.

Experience:

• Previous experience in customer service or sales support preferred.
• Familiarity with order management systems or B2B platforms is a plus.
• Experience in a warehouse or inventory environment is beneficial.

Knowledge, Skills, and Abilities:

• (K) Understanding of basic sales processes and customer service principles.
• (K) Familiarity with product lines relevant to the industry.
• (K) Awareness of inventory management practices.
• (S) Strong communication skills, both verbal and written.
• (S) Proficiency in using computer software, including order management systems (e.g., Prelude) and general office applications (e.g., Microsoft Office).
• (S) Excellent organizational skills with the ability to manage multiple tasks effectively.
• (A) Ability to work collaboratively within a team environment.
• (A) Capable of building and maintaining positive relationships with customers and colleagues.
• (A) Strong problem-solving skills and the ability to think critically in fast-paced situations.
• (A) Willingness to learn and adapt to new processes and technologies.

WORKING CONDITIONS

This role typically works in a fast-paced and dynamic environment. The physical work environment for this role may include the following aspects:

Work Setting: Primarily an office environment with a dedicated workspace for customer service activities. Interaction with team members, sales representatives, and customers at the counter and via phone/email.

Temperature Variations: Typically a climate-controlled office setting. Exposure to warehouse environments may occur when assisting with inventory or shipping tasks, which can vary in temperature based on external conditions.

Noise Levels: Moderate noise levels typical of an office environment, including conversations, phone calls, and general office equipment. Occasional higher noise levels may be present in the warehouse area during busy periods.

Equipment Usage: Regular use of computers, telephones, and office equipment (e.g., printers, copiers). Proficient use of order management software (e.g., Prelude) and B2B platforms.

Travel Requirements: N/A

Physical Demands (The physical demands outlined below are indicative of those essential for performing the job effectively. Reasonable accommodations will be considered for individuals with disabilities to facilitate the completion of essential functions): Primarily sedentary work, involving extended periods of sitting and typing. Occasional lifting or moving of inventory items (up to 25 lbs) may be required when assisting in the warehouse. Requires good hand-eye coordination for operating office equipment and computers.

OUR COMMITMENT TO YOU!

At Griffin, we are committed to fair and equal treatment of all employees and future applicants. We believe that diversity fosters innovation and collaboration, making us a stronger organization. We hold ourselves accountable for maintaining a workplace free from discrimination and expect our employees to treat one another with respect. Together, we work towards a workplace where every voice is valued, every perspective is embraced, and every opportunity is accessible.

Our commitment extends to all aspects of employment, from recruitment to advancement, ensuring a fair and equitable environment for all team members. We recruit, hire, promote, transfer, and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, status as a covered veteran or any other protected classification under law.

Griffin is EOE, ADA and E-Verify compliant.