Customer Support Representative

** Starting Pay $15.00**

SUMMARY OF THE POSITION

The primary responsibility of an Order Specialist at Hunter Douglas Fabrication is to provide excellent service and
support to both internal and external customers. The order specialist team is responsible for accurately entering quotes
and orders, change and/or cancel requests, providing current status and answering questions on general information.
A successful Order Specialist will uphold the Company vision, mission, and core values and understand the brand
positioning and customer service strategy.


ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

Responds to all incoming calls to support the customer base and outside Sales Team as necessary. Enter orders
and readback for accuracy. Follows the established guidelines for entry and readback. Run daily incomplete
report and review qc code delivery block report.
 Ensure availability in order to maintain department set Service Levels.
 Effective follow up ensuring all support requests are resolved in a timely manner and to the customers’
satisfaction.
 Understands the importance of excellent follow up and pursues customer satisfaction relentlessly by resolving
all service requests timely and to completion. Demonstrates confidence in their answer and works with team
leads, supervisors, managers and others at varying levels within the company to resolve open issues.
 Demonstrates a clear understanding of all policy and processes established for the position. Offers suggestions
to improve overall quality, service and effectiveness.
 Can effectively communicate with team members, peers and customers both in written form and verbally while
maintaining an upbeat, positive attitude. Is effective in multitasking, while maintaining a high degree of
accuracy in all aspects of the job.
 Build and maintain professional relationships with both internal and external customers.
 Is capable of learning and utilizing various systems, hardware and software to support job requirements. Is
proficient in SAP/ECC, SFDC, Direct Connect, ININ, Optimizer, online knowledgebase, email, chat and other
systems as necessary to carry out job responsibilities. Has a willingness and aptitude to learn new technologies
and follows established guidelines to use those systems.
 Embrace and engage in the required ongoing training and education to meet the established outline objectives.
Ability to self-advocate in areas that additional support or training is required to excel.
 Cooperates with team members and demonstrates willingness for continuous improvement.
 Meets or exceeds all department established goals and objectives as communicated by management.

EDUCATION AND PREFERRED EXPERIENCE

 Experience using computers and phone system.
 Can adapt to a Work From Home environment.
 Phone and Email Etiquette
 Soft Skill Training


QUALIFICATIONS

 ACCURACY - Ability to perform a variety of tasks while remaining accurate and precise. Highly responsive
to internal and external customer requirements, with a high attention to detail. Maintains a very low order
entry error percentage and dollar amount.
 COMMUNICATION - Must be able to express themselves clearly and effectively when speaking with
customers and employees. Excellent verbal and written communication skills and the ability to interact
professionally with a diverse group, executives, managers, and subject matter experts.
 COOPERATION - Works well with others, takes time to help customers and coworkers achieve their
objectives and goals.
 FOLLOW THROUGH - Works service issues or tasks to completion and is relentless in follow up.
 LISTENING - Demonstrates the ability to effectively listen and comprehend detail.
 ORGANIZATION - Can establish priorities and course of action for managing multiple tasks.
 ATTITUDE - Maintains a positive and upbeat attitude throughout and can influence coworkers and customers
by not dwelling on the negative.
 PROACTIVE - Understands the importance of being proactive in all aspects of the job and does everything
possible to keep customers informed and satisfied.
 TEAMWORK - Works with all coworkers to support overall objectives. Actively offers assistance on
additional tasks or “back up” as necessary.
 TIME MANAGEMENT – Ability to effectively manage and coordinate personal daily schedule to successfully
complete multiple tasks at once with varying difficulty to meet prescribed timelines and service level
objectives.


WORKING CONDITIONS

 This position operates in a work from home environment. This role routinely uses standard office
equipment such as computers, phones and various systems.
 While performing the duties of this position, the employee is required to sit at a computer for extended periods
of time, including typing on a keyboard and staring at computer screens.


BENEFITS

 We offer great benefits including: Medical, Dental, Vision, and 401k with company match.
 Paid Holidays
 Referral bonus if you refer good employees to work for our company
 Competitive salary
 FUN Employee Events throughout the year

Job Type: Full-time

Salary: $15.00 /hour