Customer Service Representative

Description:

Company Overview

Hultafors Group is a global company offering a unique portfolio of premium brands. We concept, design and produce products and services that improves functionality, productivity and safety in all aspects of professional user’s workday. Hultafors Group has sales, marketing, and customer service teams in all our key markets in Europe and North America.

We are a trusted partner that enables synergies and sustainable growth for both people and business. From business development and logistics to product design and marketing, we form a powerful partner that propels our brands and people forward.

For more info visit us at www.hultaforsgroup.com.

Job Summary

The customer service representative is responsible for delivering world-class, high touch customer service by using verbal and written communication to serve both internal and external customers (B2B) located in Canada and the US.

Responsibilities

• Respond positively and professionally to inquiries, requests, and concerns from internal (Sales Managers/Sales Reps) and external (B2B - Distributor/Retailer) customers via phone, fax, e-mail, and mail.
• Examples: request for quote, stock availability, order status/tracking information, damage/shortage claim, return authorization or log customer complaint, non-warranty repair quote and generating invoice, phone order, freight quote, product information, verify customer terms and general questions.
• Daily review and accurate processing of (B2B) customer purchase orders, which includes notifying customers of discrepancies, sending confirmations, receiving EDI documents, and preparing export documentation (Commercial Invoice, SLI, COO), as needed.
• B2C (Consumer/End User), respond positively and professionally to inquiries, requests, and concerns from end-users via phone, fax, e-mail, and mail.
• Examples: product selection and where to buy, technical support specific to a consumer’s application, troubleshooting, return authorization or log customer complaint, forward non-warranty repair quote and process credit card transaction, replacement part, accuracy specification, product information, general questions.
• Communicate with all internal team members in a positive and professional manner via email, phone or in person: Production Scheduler regarding product availability/lead time for domestic items, Purchasing Department regarding product availability/lead time for import items, Quality Department to immediately report issues relating to defective products in the field, Service Department to communicate weekly to confirm returned units, return authorizations & repair quotes align with the status information Customer Service has on file -Shipping Department regarding expediting orders, cancellations, changes, shipping errors, etc.
• Support team members in the Sales Department by setting up new customer accounts and maintaining current customer account information, assisting with timely completion of quotes, and assisting with resolution of customer sales inquiries.
• Update customer web portals by providing shipping information, and invoicing orders.
• Log all calls and emails for tracking to improve the customer experience and determine future staffing needs.
• The customer service representative may be assigned as company needs require.

Requirements:

Requirements

• Associate’s degree or equivalent job experience.
• Two years’ customer service experience
• Microsoft Office Suite, especially MS Excel and Word.
• A high level of professionalism, attention to detail, as well as the ability to maintain positive relationships with internal and external customers are key to this position.
• A high level of energy and self-motivation are attributes that would be ideal for this position.
• It is critical that the person in this role is extremely reliable and prompt as we expect them to serve our customers to the highest level every day.

Preferred Requirements

• Bachelor’s degree in business, Communication, or other related degree.
• Three to five years’ customer service experience in a manufacturing environment.
• One to three years’ customer service experience accommodating customer needs through reading, speaking, and writing.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.