Support Representative

Company Overview

Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. We have a focus on sustainability with 70% of our products currently certified as having a Net Positive impact on the environment.  Our award-winning office products – seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 40 years.

Overview

The Support Representative is the primary interface between Humanscale and our internal and external customers. The Support Representative is responsible for providing timely and accurate support in servicing Humanscale products on tasks, including (but not limited to) order entry, product return, warranty claim processing, issue resolution, and escalation of orders.  A Support Representative is expected to identify process gaps, provide improvement ideas, and contribute to a positive team environment while adhering to Humanscale policies and established goals and metrics. 

Responsibilities

• Support requests for booked and shipped and invoiced orders, including order changes and cancellations; escalations; delivery issues and product support for newly delivered shipments, heavy inbound phone responsibilities *eCommerce team only
• Support requests for various sales channels, which may include but not limited to, Commercial sales, Retail, and eCommerce
• Maintain acceptable performance levels based on quarterly goals and comply with all Humanscale policies
• Provide prompt and efficient service to Humanscale customers & team members including the appropriate escalation of issues
• Possess a detailed understanding of pricing structures, products, warranty terms and all departmental processes and procedures
• Collaborate with other departments to resolve customer issues
• Demonstrate system expertise with order management systems to better serve customers
• Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
• Contribute to a positive team environment

Qualifications

• Proficient in the English language; bi-lingual Spanish a plus
• High School diploma or equivalent required; bachelor's degree preferred
• Demonstrated desire to expand skills into new areas
• Business acumen in areas of customer service, e-commerce, retail, logistics or sales support is advantageous
• Demonstrate effective, clear, and professional written and oral communication. 
• Quick learner and problem solver; able to seek out solutions autonomously
• Able to decipher ambiguous situations and identify the proper path
• Strong organization, prioritization and time management skills, with a high degree of flexibility and willingness to take on additional tasks as assigned by a supervisor or manager.
• Proven ability to work cross-functionally to accomplish goals
• Experience in the manufacturing industry is preferred

 COMPUTER SKILLS:

• Proficiency with MS Office
• Experience with Infor and Freshdesk preferred

WHAT WE OFFER:

• Competitive base
• Medical Benefits (Medical, Dental, Vision)
  • HSA, FSA, Commuter Benefits
  • Medical Discounts
• Ancillary Benefits
  • Accident, Critical Illness, Hospital Insurance
  • Voluntary, Spouse, and Child Life Insurance
• Pet Insurance
• Employee Discount Programs
• 401k matching
• Paid time off (including 15 PTO days and 10 holidays)

Humanscale is an Equal Opportunity Employer (Disabled/Veteran)