Inside Sales Customer Service Representative Job Opening

FLSA: Non-Exempt

Shift: Days

Division: Doors - Nampa

Purpose

How does the position contribute to the success of the operation, division and company?

Provide excellence in Customer Service to an assigned existing Customer base by maintaining professional relationships that will secure the company a competitive advantage. Answer all incoming calls and emails, entering orders and maintaining accounts. Proactively handle and resolve all issues and requests pertaining to Customers. Individual will work closely and communicate with scheduling, shipping and production in a deadline oriented and fast-paced work environment. Working closely with the Woodgrain Doors Sales Team to assure they are informed.

Essential Duties, Responsibilities, Expectations and Performance Measures

What measures or metrics will the individual be measured on and what level of performance is required? Other duties may be assigned.

Essential Duties:

• Promptly receives and answers all incoming customer calls and emails, resolving any open issues
• Accurately enters orders into Avante and PTQ programs
• Communicates with Scheduling concerning changes and additions to orders
• Works closely with production staff on order status progress to update Customers
• Handles Customer quotes via the phone and email
• Learns species, profiles, layouts, and the various Woodgrain offerings
• Provides back-up to all other Customer Service Reps
• Communicates with Shipping and Carriers to provide Customers with weekly shipping reports
• Aid in the training of new Customer Service Reps.

Additional Duties:

• Maintains various spread sheets
• Maintains Customer account updates (pricing, etc.)
• Communicates new product updates to Customers
• Pack and ship samples/ marketing literature to sales team and customers
• Process credits and research any open credit issues

Leadership Competencies

Which of the 16 Zenger Folkman Leadership Competencies are critical for the successful performance of this job?

• Solves Problems & analyzes issues
• Exhibits technical expertise
• Practices self-development
• Takes initiative

Knowledge/Skills/Education and Continuous Training

What skills/certification/education must the individual have/maintain/gain? Include any degrees, certifications and licenses required.

Education/Experience/Certification

• High School Diploma
• 2 years prior Customer Service experience preferred

Knowledge, skills and abilities

• Exceptional Phone Skills: Be able to project a positive and professional image over a multi-line phone.
• Detail Oriented: Customer orders can be complex in nature and slight variations in product must be recognized and noted.
• Computer Skills: Demonstrated knowledge of Excel, Word, and Outlook. Ability to learn multiple Company specific programs.
• Good communication and listening skills: ability to annotate conversations to a written format.
• Ability to work well and collaborate in a team environment
• Ten Key and Alpha-numeric proficiency
• Organizational Skills: ability to keep track of multiple projects simultaneously and prioritize a daily work load

Reporting Line and Supervisory Responsibilities

Reports to Department Manager

No supervisory Responsibilities

Physical Demands and Work Environment

What working conditions or physical functions are normally required to perform the essential functions of the job?

Physical Demands:

• Ability to lift/carry 50 lbs. occasionally
• Regularly required use of computer and phone system; sitting and stretching.
• Requires close vision, distance vision, depth perception, and peripheral vision.

Working Environment:

• Office environment
• Occasional exposure to the production environment and would be subject to noise, moving mechanical parts, and material movement. All required safety protection MUST BE WORN.

Job Type: Full-time

Salary: $14.00 to $15.00 /hour

Work Location:

• One location

Benefits offered:

• Paid time off
• Health insurance
• Dental insurance
• Healthcare spending or reimbursement accounts such as HSAs or FSAs
• Other types of insurance
• Retirement benefits or accounts
• Education assistance or tuition reimbursement
• Parental leave