Customer Service Representative at The AMES Companies, Inc. in Ocala, FL

Job description

• We have amazing Benefits! Medical, Dental, Vision, Life Insurance, Wellness, 401K, Holidays Employee Assistance Program, Vacation Days, Disability, and much more.
• Hybrid role, Monday and Friday remote work from home, and Tuesday through Thursday onsite in our ClosetMaid Ocala, FL manufacturing facility.
• Work schedule: 9:00AM-6:00PM
• As our Customer Service Representative, your work will be in one of our focal areas based on your experience and interest. You will mainly manage calls, emails, and live chat to support consumers.
• You will be responsible for account management by providing pre and post-sales support. You will ensure customers have the correct information in terms of product, pricing, availability and lead time. You will respond to customer inquiries on purchase order status, delivery schedule, claims and returns. You will work closely with different departments to assist customer needs accurately.

Responsibilities

• Monitor daily open orders and ensure timely shipment.
• Make decision based on data to process orders based on current inventory levels.
• Maintain accurate and updated customer information in the system.
• Assist with customer inquiries.
• Coordinate with Outside Sales & Data Analyst on customer account and pricing updates.
• Responsible for order management by ensuring accuracy in order processing and scheduling, to meet deadlines and shipping timelines (manual or automated).
• Prioritize expedited orders and shipments, priority accounts and activities.
• Coordinate with departments regarding production control and inventory.
• Release the orders into the system and ensure accuracy of the inputted data.
• Process return authorization according to company policy based on information gathered from customers.
• Documentation, archiving, and auditing of orders, correspondence, and information.

Requirements

• High School Diploma or GED a must.
• 1-2 years of experience in customer interface, or customer service.
• Must be very comfortable using technology, internet and computer navigation.
• Preferred experience with Customer Database system or Order management system.
• Microsoft Office 365 experience- SharePoint, Excel, Word and Outlook.
• Strong verbal and written communication.
• Ability to build rapport over the phone and have a customer focused mentality.
• Thrive in a fast-paced team environment.
• Stay calm under stressful situations.
• Attention to detail and accuracy.
• Strong problem solving and investigation skills.
• Data entry experience on personal computers.
• Experience in providing order status to customers a plus.
• Experience in performing order entry functions a plus.
• Working knowledge of manufacturing or retail processes a plus.

Skills

Required

• Strong verbal and written communication.
• Thrive in a fast-paced team environment.
• Stay calm under stressful situations.
• Attention to detail and accuracy.