Customer Service Representative

Job Summary: The Customer Service Representative is responsible for all aspects of customer care. This includes, but is not limited to, answering customer questions via phone and email, addressing and resolving customer issues, entering orders into the system, and ensuring customer satisfaction while maintaining the highest level of professionalism and customer service.

Major Responsibilities/Activities:

• Edit orders received for price and specifications.
• Inform customers of unit prices, shipping dates, anticipated delays, and any additional information needed.
• Accurately enter data into the computer system.
• Record or file copies of orders received.
• Follow up on orders to ensure delivery by specified dates.
• Compute prices, discounts, and shipping charges as required.
• Receive and address customer complaints.
• Confer with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Compile statistics and prepare various reports for management.
• Answer questions from customers or individuals regarding product operation or direct them to the appropriate person for assistance.
• Ensure quotes are processed through the quoting process in a timely manner.
• Type quotes and maintain files for all processed quotes.
• Send new pricing, with the correct multiplier, to all customers.

Order and Inventory Quote Management:

• Process orders in a fast-paced environment.
• Review and verify orders for pricing and specifications.
• Monitor order status and follow up to ensure timely delivery.
• Coordinate with internal departments to address order discrepancies and delivery delays.
• Ensure quotes and pricing information are accurate and processed in a timely manner.

Administrative Support:

• Perform administrative support tasks, including invoicing, filing, payment processing, customer account creation and maintenance, and validating special orders against factory records.
• Compile statistics and prepare various reports for management as needed.
• Maintain accurate customer and order records.

Additional Duties:

• Troubleshoot customer service problems and work toward timely resolutions.
• Work with internal departments to meet customer needs.
• Maintain a positive and professional attitude when interacting with customers, vendors, and homeowners.
• Handle multiple projects and responsibilities while maintaining accuracy and meeting deadlines.
• Perform other related job duties as assigned.

Minimum Requirements:

• High School Diploma, General Education Degree (GED), or equivalent. Additional education, such as an Associate's degree, is a plus.
• At least one year of experience in a related work environment, such as customer service, retail, reception, or order entry.
• Experience in a manufacturing or garage door industry preferred.
• Basic computer skills, including working knowledge of MS Word, Excel, and Outlook.
• Experience with enterprise resource planning (ERP) software such as Oracle or SAP preferred. Hörmann LLC manages operations with SAP; therefore, experience with this package is preferred.
• Ability to work flexible hours when required to complete necessary job assignments.
• Ability to work on several projects simultaneously.

Essential Mental Functions:

• Read and interpret documents such as procedure manuals, work instructions, and software manuals.
• Write routine reports and correspondence.
• Speak and communicate effectively with customers.
• Perform basic mathematical functions, including addition, subtraction, multiplication, and division using whole numbers, common fractions, and decimals, and calculate percentages.
• Apply common-sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Multitask while handling interruptions from customer or colleague calls without compromising accuracy or the ability to complete assigned tasks.
• Complete tasks on time, ensuring that Customer Service does not create production delays because of missed cutoffs.
• Become familiar with all product lines and the customer base.
• Become familiar with the computer system (SAP) and be able to input and retrieve data.
• Maintain a positive attitude to effectively represent Hörmann's image when interacting with customers, vendors, and homeowners.

Essential Physical Functions:

• Individuals may need to sit or stand as needed.
• May require walking primarily on a level surface for specific periods throughout the day.
• Reaching above shoulder heights, below the waist, or lifting may be required to file documents or store materials throughout the workday.
• Proper lifting techniques are required. May include lifting up to 25 pounds for files.
• The performance of this position may occasionally require exposure to warehouse areas; therefore, the employee should be physically able to safely maneuver in that environment.

Equipment Used:

Customer Service is a communications-oriented position and will primarily use a computer and telephone to perform most work tasks.

Who We Are

Hörmann is a premier manufacturer of garage doors. We provide the building industry with high-quality, innovative garage doors at competitive prices while maintaining a reputation of quality, reliability, and integrity. We offer a team-centered environment, where each member's unique knowledge, skills, abilities, and efforts define our success as a company.

As an international corporation, Hörmann LLC values diversity in all positions. Candidates with second-language ability, especially in Spanish or German, will be given additional consideration; however, fluency in English is required.

Hörmann is an Equal Opportunity Employer with a diverse employment environment. Hörmann is committed to providing access and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act and other applicable laws.

Additional Comments

Hörmann offers a comprehensive, competitive benefits package including medical, dental, vision, life, and supplemental insurance plans, 401(k) with employer match, as well as vacation and holiday pay.

Hörmann is a drug-free workplace. All offers of employment will be contingent on successfully passing a criminal background check and a pre-employment drug test.