Our Customer Service Representatives must love the customer and must truly enjoy the challenge of balancing the customer's interests with the company's best interest. This role is the face of the company to most customers and, thus, plays a significant role in business development. You are on the front lines, so each day you set the tone of the relationship we have with our customers.
Because we are building this team from scratch and expect rapid growth, your abilities and interests will dictate how your role will evolve. Great opportunity exists to take on more responsibilities, whether that entails taking on more operational tasks or leading a customer service team.
We expect our Customer Service Representatives to be:
Professional and friendly, including with challenging customers.
Committed to satisfying the customer, all the while doing the right thing for the company.
Comfortable with technology - you'll be more effective the most you embrace our technologies.
We expect our Customer Service Representatives to possess:
2+ years of experience in a fast-paced business environment focused on customer service.
A knack for solving customer problems while balancing the best interests of the company.
An even-keeled and professional demeanor.
Passion for greatness.
Commitment to strong values and integrity.
Our commitment to you:
You will be trained on our systems and on our customer service and selling approach.
Growth opportunities will be limitless. YOU dictate what's next for you, not a corporate policy.
Very competitive compensation and an industry-leading benefits package (details below).
In addition to a competitive base salary, benefits of this role include:
Medical, dental, vision, and prescription coverage
401(k) and retirement cash account
Pre-tax accounts for healthcare and dependent care
Paid vacation, holidays, and sick time
The Customer Service Specialist (CSS) provides total care to our clients to ensure that we meet their expectations every time they interact with our organization. The CSS will provide sales and support to walk-in customers at our will-call sales counters and to field customers at off-site delivery locations. The CSS is responsible for counting, verifying and receiving incoming vendor shipments and customer return material; for stocking and maintaining the warehouse and counter sales areas; and for picking, documenting and packing customer orders. The CSS will load trucks and perform merchandise deliveries and pickups.
Assist customers who purchase and/or pick up merchandise at the Profit Center.
Process and fill Sales Orders generated at the sales counter.
Provide customers with reliable information regarding product specifications, pricing and availability.
Ensure the customer signs and dates each Sales Ticket. For all cash sale deliveries, collect and secure outstanding payments prior to releasing the material to the customer.
Process cash sale returns and refund paperwork in accordance with Company policy and procedure.
Maintain, stock and clean the counter sales merchandise and displays, and support Inside Sales and Outside Sales activities.
o Upon receipt of a vendor shipment or customer return, obtain the packing slip and count and verify material received. Note received quantities and all shipping discrepancies (overshipments, undershipments, mis-shipments, damage/shorted freight claim) on the packing slip.
o Print and verify the computer receiving documents and receive material in the system or, when applicable, forward the receiving documents to the office personnel for data entry.
o Identify nonstock, special order material and damaged material and store in proper warehouse locations.
o Note all shipping discrepancies on freight carrier's Bill of Lading; initiate freight claims with freight carriers or forward appropriate paperwork to designated employee.
Job Duties (continued)
o Pick material for orders, note quantities picked on the shipping document, assemble and package the materials for shipment/pickup.
o Check picked material against printed ticket to ensure accuracy.
o Complete necessary documentation for customer shipments delivered via third-party carrier.
o Inform immediate supervisor of stock depletions, count discrepancies, or damaged/defective/nonsaleable merchandise that could impact customer service levels.
o Schedule and dispatch deliveries and pickups in an efficient and timely manner.
o Drive a Company truck, operating it safely and in compliance with Company rules, applicable laws and regulations. Destinations include job sites, customer facilities, vendor facilities, other Hajoca locations, facilities of other wholesalers, or other locations as directed by management.
o Load the truck at the Profit Center with Hajoca merchandise to be delivered. Secure the load properly so that nothing will shift, get damaged or fall from the truck. Ensure the necessary equipment to safely unload the merchandise is available. Affix the appropriate DOT hazmat truck placards if hauling hazardous materials in excess of 1,000 pounds.
o Load the truck at other locations with merchandise. This includes merchandise picked up at vendor locations, returns from customers, and purchases from other wholesalers.
o Unload correct merchandise from the truck and place it where the receiving party wants it. Obtain legible signature for all merchandise delivered per Company policy and procedure.
o Inspect the truck and required parts and accessories to determine safe operating condition prior to departure from the Hajoca location. Keep truck clean of debris in cab and body.
Ensure security and controls are in place and upheld to protect Profit Center assets.
Perform other reasonably related duties as assigned by immediate supervisor and other management as required.
Knowledge, Skills, and Abilities
Outstanding customer service and verbal communications skills.
Able to build and maintain a positive working relationship with customers, vendors and co-workers.
Identify customer needs, provide profitable solutions and close the sale.
Able to quickly develop comprehensive knowledge of products sold at the Profit Center.
Add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals.
Able to learn and operate (keyboard and mouse) the applicable software system used to process orders.
Know of, be able to apply and practice safety precautions in a warehouse and material handling environment.
Knowledge, Skills, and Abilities (continued)
Know laws, rules and regulations governing driving motor vehicles in general, and commercial vehicles subject to the Department of Transportation regulations in particular.
Able to safely operate any commercial motor vehicle that has a gross vehicle weight rating (GVWR) of up to 26,000 pounds.
Able to remain calm and function effectively in stressful, unexpected, and/or emergency situations.
Read, write, speak, and understand English.
Education, Training, Experience
At least 21 years old (operating a commercial motor vehicle GVWR of 10,001 pounds or more)
High school diploma or equivalent
A proper and valid driver's license for the vehicle(s) being driven
A driving record that demonstrates good driving skills in compliance with Company policy
Must pass a Department of Transportation physical examination before beginning work; to be updated every two years while employed and performing this job function
Experience in customer service, counter sales, or contractor sales preferred
Experience in warehouse receiving and material handling preferred
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Sitting (in truck) 30%
Sitting (in chair) 5%
Lifting Frequently, up to 100 pounds
Carrying Frequently, up to 80 pounds
Pushing/Pulling Regularly, up to 200 pounds
Controls Use of both hands and arms and use of both feet and legs
Strength level Active, demanding
The following movements and senses are required in this job:
Hand and finger dexterity, climbing, stooping, crouching, kneeling, reaching, talking, hearing, near vision, far vision, peripheral vision, color vision, and depth perception.
The incumbent is exposed to the following conditions in the job:
Outdoor weather, warehouses with no climate control, potentially hazardous equipment (such as forklift trucks, mechanical lift gates, hand tools, manual material handling equipment, ladders, and rubber retention straps). The Profit Center may stock, sell and use hazardous materials - PVC pipe cement, pool chemicals, torch gas, propane gas, solvents, etc. You may be required to handle these materials.
Pay Type Hourly
Job Start Date Monday, April 12, 2021