Customer Service Rep I

The Hillman Group is a company focused on customer experience, seeking a Customer Service Representative I. The role involves establishing and maintaining positive relationships with customers by responding to a high volume of telephone requests and providing various support services.

Responsibilities:

• Customer Support – Provide support to both Hillman Customers and Field Staff via the phone loop, answer incoming calls from both call loops, provide order support (placement, tracking, expediting, quote, etc.), order entry via phone, fax, email, web site, process pickups and damages
• Account Management Support – Provide support to both sales managers and account assistants, assist account managers and account assistants through order management, process reset and new store orders, process Order review holds
• Order Management – process order flow by managing error reports and hold screens, review daily reports for order errors and process accordingly, review customer service hold screens and process orders according to set guidelines, determine best route for expediting orders when necessary
• Product and Merchandising Support – ability to answer questions concerning product application and proper usage and support Field Service staff with display materials, quickly answer customer questions concerning product usage and specifications, review and know multiple merchandising components by customer to support customer displays

Requirements:

• High School diploma or GED equivalent
• Strong Skills in Microsoft Office: Word, Excel, Outlook, and PowerPoint
• Excellent interpersonal, problem solving and communication skills
• Able to work with a variety of personalities and maintain composure under stressful conditions
• six months call center experience
• General knowledge of hardware industry, Distribution or Retail