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Service Excellence Representative

Service Excellence Representative

Job Description

Manage customer relationships by understanding customer requirements and meeting their expectations while adhering to Horizon policies and procedures.   Respond quickly, efficiently and accurately to customer inquiries, complaints, requests and needs.  Proactively monitor customer transactions by anticipating and preventing issues and following up on open issues and communicating effectively.   Responsible for maximizing sales and gross margin through pricing, vendor pricing, up selling and cross selling where product knowledge is necessary. Establish and maintain relationships and gain feedback from internal and external customers.

Develop and process quotes, orders, returns and consistently follow up on delivery of orders to meet customer requirements and maximize Horizon profit and continued long-term relationship with customer.

Determine product availability and appropriate delivery method based on customer needs and cost effective delivery.  Locate, negotiate price/delivery and purchase of non-stock products to fulfill customer needs.

Utilize Horizon business system following prescribed processes and procedures. Process orders within systems, provide customer confirmation of status and monitor vendor commitments for compliance. Maintain documentation of all support related information in business system.

Monitor all aspects of sale including back orders, non-conformance and resolution reports. Track customer commitments communicate potential problems and changes with customers; proactively identify and resolve problems effecting customer satisfaction and/or Horizon profit.


Provide regular and continuous communication with Account Managers, Inside Sales Representatives Credit, and CDC personnel to ensure the coordination of Horizon support services.


Develop and maintain knowledge of products. Attend training as required to keep current with products, technologies and service excellence related skills.


Monitor operating unit sales and gross profit in relation to sales and marketing plans and budgets, forecasts, marketing programs and specific initiatives.  Participate in contract negotiations and renewal, quotations, pricing, delivery and billing/payment consistent with Horizon standards. 


Job Requirements

Associates degree or equivalent education in a technical discipline is preferred. Knowledge of features, benefits and use/application of broad range of Horizon Electrical products. Knowledge and/or experience in the direct telephone customer selling process and techniques; including the ability to close sales.  Ability to determine and negotiate product cost and customer pricing.  Strong communication, negotiation and teamwork skills; ability to work independently and prioritize tasks; strong attention to detail and analytical ability required. 


Ability to manage a high volume workload within a deadline driven environment and to determine level of complexity of solutions for the customer and escalate calls as necessary.


Technical knowledge of Horizon products and product applications; product design, installation and maintenance within assigned sales product area preferred.



HORIZON Solutions is an Equal Employment Opportunity Employer and fully supports Affirmative Action.

Job Snapshot

Employment Type Full-Time
Job Type Sales, Customer Service
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID SER-ELM-04-14
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Service Excellence Representative

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