Customer Service Representative

Customer Service Representative

The primary function of a customer service representative is to provide exceptional customer service to all customers and employees. The ideal candidate should thrive in a fast-paced, hands-on environment. Training on product knowledge of ProfessionalFinishing Tools for the construction industry will be provided.

Basic Qualifications:

• Ensure over the phone, face-to-face and or written communications with customers representing the company's culture, values and practices.
• Greet customers warmly and determine problems, orders, or other reasons for calling.
• Ability to ascertain when to pass on a customer's questions to appropriate staff for additional information.
• Ability to use company computer systems for order entry.
• Complete sales orders and tender cash sales.
• Develop product knowledge to assist customers with purchases.
• Maintain strong organizational skills and the ability to multitask in a fast-paced environment.
• Track open items and follow up in a timely manner until resolution.
• Demonstrate initiative, accountability, and problem-solving skills.
• Prioritize tasks effectively to meet daily operational and revenue deadlines.
• Fluency in English and Spanish required.

Duties & Responsibilities:

• Ensure all communications with customers and team members reflect the company's culture, values, and standards by following established procedures, guidelines, and policies.
• Build sustainable relationships and trust with customer accounts through professional and proactive communication.
• Maintain professional relationships with customers, store managers, and internal team members.
• Promptly respond to incoming calls and emails.
• Make outbound calls to customers regarding orders, issue resolution, and repairs
• Provide product information, pricing quotes, order updates, and general support.
• Research to effectively assist and educate customers.
• Accurately enter and maintain customer orders to ensure timely shipment.
• Review and monitor open orders daily to prevent delays.
• Establish shipping priorities aligned with company objectives.
• Verify pricing accuracy and ensure all order details match customer documentation.
• Maintain clean, accurate, and organized order records.
• Utilize internal systems and reporting tools to support order accuracy and business growth.
• Resolving issues, complaints, and inquiries from international clients via multiple channels.
• Tracking overseas shipments and resolving shipping/customs issues.
• Processing international orders, managing invoices, and building long-term client relationships.
• Adapting communication styles to navigate language barriers and cultural differences.
• Partnering with internal departments (logistics, sales, quality control) to ensure product availability and service delivery
• Process invoices through required programs.
• Create invoices
• Create RMA's/close RMA's
• Issue credits and apply to accounts when necessary
• Process customer payments accurately and in accordance with company procedures.
• Assist with pro service- repairs, quotes, calls, close tickets, collect payments
• Post invoices daily
• Submit invoices through portals
• Create transactions such as inventory adjustments, create refurb tools, parts

Systems & Technical Proficiency

Demonstrate ability to quickly learn and navigate new systems as needed. Work across multiple company systems, including but not limited to:

• Sage 500
• SPS Commerce
• NetSuite
• Teams
• Outlook
• FedEx Shipping System
• STAMPS
• Broussard
• SRM
• TT Portal
• CyberSource
• Zendesk
• Corcentric

Core Competencies:

• Strive to do the right thing by displaying trust and integrity.
• Embody the principles of servant leadership, even in a non-people management role, by putting the needs of others first, valuing diverse perspectives by sincerely appreciating and considering others' opinions and ideas and demonstrating a positive and humble attitude.
• Demonstrated ability to work independently and on a team; while also collaborating with others to get the job done.
• Establish and maintain effective working relationships at every level of the organization; invest in building relationships with the Field Operations and Field Support Center team members.
• Help champion an inclusive working environment; empower others to bring their full selves to the workplace; celebrate, welcome, and value the different backgrounds and experiences that make up our workforce; recognize that all team members are valued, regardless of race, background, tenure, or title.
• Ability to self-manage, show initiative, be proactive, and drive results.
• Communicate professionally, both verbally and in writing to coworkers and customers.

Physical Requirements:

• Must be able to remain in a stationary position in an office environment 80% of the time.
• Will frequently move around inside the office to access files, office machinery, etc. and to/from warehouse.
• Must be able to operate basic office machinery.
• Must be able to communicate with team and management and be able to exchange accurate information in these situations.

Required Cognitive Skills:

• Must be able to problem solve and prioritize tasks.
• Must be able to manage stress depending on deadlines and ongoing projects.
• Must be able to multitask.
• Must be able to receive and analyze information.
• Must be able to quickly communicate solutions if problems occur.
• Must be able to demonstrate a high degree of sound judgement and initiative.

Benefits & Perks:

• Medical, Dental, Vision, Disability & Life Insurance
• Wellness Benefits
• 401(k) Retirement Plan
• Employee Stock Purchase Program
• Paid Holidays & Vacation Days
• Professional Growth Opportunities
• Development & Training Programs

This job description is subject to change at any time.

EQUAL OPPORTUNITY EMPLOYER

Launch your career with a national building materials distributor and discover opportunities for growth and advancement. We value our team members and believe them to be our greatest assets. As such, we invest in training and strive to provide a work-life balance.

Job Location:

Ames Tool Corporation - Suwanee 1327 Northbrook Parkway Suite 400 Suwanee, GA 30024