Customer Service Rep I

Fully remote position based in the Phoenix, AZ area with occasional in-office requirements.

About the role

Establishes and maintains positive relationships with customers and Hillman Field Service staff by receiving and responding to a high volume of telephone requests. Schedule may include weekends (e.g., Sunday–Thursday or Tuesday–Saturday).

Responsibilities

• Customer Support – Provide support to both Hillman customers and Field Staff via phone, answer incoming calls, provide order support (placement, tracking, expediting, quotes), order entry via phone, fax, email, or website, and process pickups and damages.
• Account Management Support – Assist sales managers and account assistants with order management, process reset and new store orders, and review order holds.
• Order Management – Manage order flow by handling error reports and hold screens, review daily reports for order errors, process orders according to guidelines, and expedite orders as needed.
• Product and Merchandising Support – Answer questions about product application, usage, and specifications; support Field Service staff with display materials; and assist customers with product-related inquiries.

Duties may change or new responsibilities may be assigned at any time.

Requirements

• High school diploma or GED equivalent.
• Six months of call center experience preferred.
• Strong skills in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• General knowledge of the hardware industry, distribution, or retail is preferred.
• Excellent interpersonal, problem-solving, and communication skills.
• Able to work with a variety of personalities and maintain composure under stressful conditions.

Pay

$20–22 per hour, based on automotive customer service experience.

Work Environment

• Office setting with minimal exposure to fumes or airborne particles.
• Occasional exposure to a loud shop environment.
• Sedentary work with functional vision and hearing required.