Customer Service & Order Entry Representative

Customer Service & Order Entry Representative

Hearth & Home Technologies is looking for a Customer Support Representative to join our Fireplaces Business Unit in Lake City, MN. We are the nation's leading manufacturer and supplier of hearth products, including a wide variety of gas, electric, wood and pellet burning fireplaces, inserts, stoves, and accessories. Headquartered in Lakeville, Minnesota, with distribution around the world, our innovative approach is supported by a business unit structure that allows us to develop and market products with a strong focus on customers' needs. Since 1996, we've been dedicated to connecting people through the warmth and comfort of our hearth products.

Our Customer Support Representative will support the vision and goals of HHT by serving as the front-line communication with dealers and distributors by processing purchase orders, providing parts availability and pricing. Position details include :

• Pay range : $18.00 to $21.00 per hour (based on skills & experience)
• Shift details : 8 : 00 AM - 4 : 30 PM (core hours) Monday - Friday. Members are expected to work onsite Monday through Thursday with the option of working remotely on Fridays. Occasional OT as needed.
• HHT Benefits : Starting Day 1 Paid Time Off : 128 hours (prorated from start date), 8 paid holidays based on start date, work today, get paid today with access to our earnings each day, 401K with 6% company match, health care including medical, dental, and vision, additional benefits quarterly cash profit sharing - after 1 year of service, tuition reimbursement - after 6 months of service, paid parental leave - after 1 year of service, and $10,000 adoption / surrogacy reimbursement - after 1 year of service.

Job duties include : answering phone calls from customers, dealers and distributors requiring expertise related to product knowledge, pricing, product availability, use of available resources, and managing customer expectations. Identify and meet the needs of each customer following HHT policies and procedures. Respond to inbound emails and make follow-up calls to ensure customer satisfaction. Accurately process orders for sales and warranty. Answer and log phone calls using Five9 platform. Coordinate customer shipments according to customer needs and shipping schedule. Expedite orders following scheduling guidelines. Enter return material authorizations following HHT guidelines.

Minimum qualifications and experience include : familiar with Microsoft Office & Excel, accurate typing and data entry skills, strong verbal and written communication skills, understand and maintain confidential information. Handling continuous improvement and drives change with a positive attitude. Ability to multi-task effectively. Salesforce or Five9 experience preferred. Hearth industry experience preferred.