Customer Service Representative (Franklin)

Company Description

Horn USA, Inc., located in Franklin, TN, is the wholly owned North American subsidiary of Horn S.A. Luxemburg, the leading supplier of grooving tools in Europe and a global leader in precision grooving technology. Our mission is to enhance North American manufacturing competitiveness by providing superior grooving tools, technical expertise, and service levels unparalleled in our industry.

Role Overview

Horn USA is seeking a friendly, professional, and customer-focused Customer Service Representative to join our team. This role is essential in ensuring positive customer experiences that go above and beyond expectations by providing timely support, accurate information, and effective solutions. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and the capacity to manage multiple inquiries with efficiency and care. Responsibilities include assisting customers with orders and product inquiries, resolving issues, and maintaining accurate records to support smooth operations. This is a full-time, on-site position based in Franklin, TN.

Compensation & Benefits

This position offers a starting pay of $21 - $23 per hour, with flexibility based on experience. Horn USA proudly provides 100% company-paid premiums for major medical, dental, and vision insurance. Employees also accrue two (2) weeks of Paid Time Off (PTO) in the first year of employment, with additional ancillary benefits available as part of our comprehensive total rewards package.

JOB DESCRIPTION

SUMMARY :

Service customers by answering phone calls, keying purchase orders, and communicating information to customers via phone, fax, or email.

SUPERVISORY RESPONSIBILITIES :

This position provides supervision to others : No

ESSENTIAL JOB FUNCTIONS :

1. Field customer phone calls for order status, order placing, pricing and delivery, invoice inquiries, repairs, returns,

and other customer-related issues.

2. Enter customer Purchase Orders into SAP operating system, and update if necessary, per customer requests.

3. Process order expediting requests.

4. Respond and follow up on lost shipments, filing UPS claims and initiating Credit Memos if needed.

5. Process catalog orders.

6. Email customer invoices, sales order acknowledgments, packing lists, etc.

Other Duties :

1. Performs other duties as assigned.

SKILLS & ABILITIES :

Excellent verbal and written communication skills.

Professional phone skills.

Detail-oriented.

Well organized. Ability to multitask & prioritize.

Ability to problem solve & make decisions.

Ability to work in a fast-paced environment & adjust easily to fluctuating work volume.

Team player.

EDUCATION & TRAINING :

High School Diploma required. Some college preferred.

KNOWLEDGE & EXPERIENCE :

2 or more years customer service experience.

Proficiency in data entry-speed & accuracy a must.

General computer knowledge a must.

Knowledge of small package freight terms a plus.

Manufacturing experience a plus.

Previous SAP experience a plus.

WORK ENVIRONMENT :

Job duties are performed in climate-controlled office environment.

HOUR / SHIFTS :

Monday - Friday, daytime shift.

SALARY :

Commensurate with experience.

BENEFITS :

As outlined in company benefit package.

PHYSICAL REQUIREMENTS :

Ability to sit and stand for 8 hours.

Ability to lift 10-20 pounds.