Job DescriptionSUMMARY: The Customer Service Team Member will provide effective customer service for all internal and external customers by providing excellent and in-depth knowledge of company products, programs and processes. Additionally, the Customer Service Team Member will respond efficiently and effectively to requests, issues, and concerns that our customers might encounter to ensure the best possible customer experience.This position is temporarily remote with the potential of a long-term or permanently remote.SPECIFIC ESSENTIAL FUNCTIONSCustomer Service Acknowledge orders, RMA’s and sales quotes in a professional and timely manor. Address customer inquiries and offer alternatives as necessary. Enter all called, faxed, or e-mailed orders with speed and accuracy. Verify item availability, prices, ship to locations, purchase orders, etc. Prepare any documents required by customers such as labeling for packages, special delivery, etc. Gather technical information for increased customer service support. Make follow-up calls as necessary to communicate information or clarify requests. Record all calls inbound and outbound in the department call log. Provide detailed instructions for customized orders. Collect, verify, update and maintain customer information. Coordinate and communicate with the shipping team, quality control, and Sales Operations when needed. Pass along any information to the appropriate department that may need further research or attention. Recognize sales call/new prospect; refer sales calls to the appropriate Territory Manager and/or gather pertinent information to pass along in their absence. Collect feedback from customers pertaining to new products, current products, industry trends and any other information and pass on to appropriate department.Communication and Relationship Building Work closely with accounts to become familiar with their staff, business and ordering patterns, and special needs. Respond to consumer calls and email requests to provide information, answer questions and give direction. Collaborate with credit manager regarding accounts. Collaborate with other Hubbardton Forge departments as necessary to gather information and get assistance as needed.Goal and Performance Management Work collaboratively with team and territory partners to prioritize work and efforts to meet goals, objectives and customer’s needs. Communicate regularly with territory partners and entire sales team regarding ongoing projects, problems, and successes.
High School Diploma or GED required. Proven customer service skills in a fast paced, complex environment. Strong technical aptitude, including the ability to creatively solve technical problems. Proven interpersonal savvy and the ability to establish and maintain strong customer and peer relationships. Experience delivering phone-based sales and/or customer service. Computer aptitude, including word processing, spreadsheet, and order entry/contact management systems. Excellent multitasking ability. Strong organization skills and demonstrated attention to detail and accuracy. Proven ability to contribute to a team’s success.
Experience working remotely strongly recommended.
- Employment of selected candidates is contingent upon clear drug and background screening as well as ability to meet the physical requirements of the position in a post-offer employment physical.
- Hubbardton Forge is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.