What are the responsibilities and job description for the Customer Service position at Team Horner?
Customer Service Representative
COMPANY: HornerXpress Palm Beach, Inc.
REPORTS TO: Branch Manager
FLSA: Non-Exempt
HOURS: Full-time
Position Summary
The right candidate for this role is a team player who enjoys interacting with customers and efficiently works with internal departments to process orders, manage key accounts, and support the sales team. This position requires someone who is detail-oriented, courteous, and has excellent data entry, problem-solving, and communication skills.
Key Responsibilities:
Communication & Customer Service
- Provide prompt and courteous customer service – warmly greet customers, promptly answer queries, take orders and resolve issues
- Excellent telephone and in-person etiquette; speaks clearly and answers inbound calls a timely fashion
- Communicate the needs for products, supplies or other necessities to the appropriate department managers
- Notify customers about upcoming events, new products and business-related items
- Inside Sales Support & Key Account Management
- Serve as the first point of contact for key accounts, ensuring a high level of service and timely resolution of issues.
- Support the outside sales team by handling customer inquiries, generating quotes, and processing orders.
- Act as a liaison between customers and internal departments to coordinate special projects and custom orders.
- Maintain strong relationships with customers by proactively addressing their needs and providing product recommendation
- generate accurate quotes, and act as a liaison for special projects.
Data Entry
- Listen to requests/orders while accurately entering data into computer
- Use electronic price files for costing of goods
- Maintain accurate records of special orders and back orders
- Accurately enter orders, price quotes into Microsoft Dynamics 365
- Complete credit forms accurately including all customer and product related notes
- Run customer reports
Organization
- File daily paperwork such as sales tickets, price quotes and return forms to the proper location, and maintain accurate records
- Keep sufficient stock of all necessary office supplies
Product Knowledge
- Attend required training and industry events to understand all products, processes and codes seamlessly.
- Maintain current industry catalogs, brochures, and other information physically and electronically for use as references.
- Understand company processes, procedures and their flow, such as receiving, purchasing, order entry, shipping, accounting and dispatch, to efficiently perform duties.
Order Fulfillment
- Accurately pull orders and assist with duties assigned by management (warranty, inventory, cycle counts and stock movement).
- Safety when it comes to the use of tools (i.e., RF guns, handcarts, ladders, pallet jacks, tape guns, forklifts).
Other Requirements:
- Positive, enthusiastic and flexible attitude
- Attention to detail
- Strong communication, organizational, and problem-solving skills
- Ability to regularly lift or move 50-100 pounds onto a handcart, pallet or into stocking area
- Ability to walk up and down stairs and ladders to pull or place products
- Experience working in Microsoft Dynamics 365 preferred
- Basic math skills (add, subtract, multiply, divide)
- Customer service experience
- Bilingual a plus
- Pool industry experience is a plus
Compensation & Benefits
- Participation in the Team Horner Employee Stock Ownership Plan
- Tuition reimbursement
- Ongoing industry training
- Yearly performance and long service awards and events
- Paid time off: Holiday, Vacation and Personal
- Health, dental and vision insurance offered
- Short/Long term disability insurance offered
- 401K and Roth offered
- Extensive wellness program including one-to-one coaching, healthy living seminars, exercise facilities and classes, stand-up desks and many other great incentives
- Positive and friendly work environment
- Merchandise discounts
…and so much more!
