Customer Service Representative

Job Summary

The Customer Service Representative is responsible for all aspects of customer care, including answering customer questions (via phone and email), addressing and resolving customer issues, entering orders into the system, and following up to ensure customer satisfaction.

Major Responsibilities/Activities

• Edit orders received for price and specifications.
• Inform customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.
• Accurately enter data into the computer system.
• Record or file copy of orders received.
• Follow up on orders to ensure delivery by specified dates.
• Compute price, discount and shipping charges as required.
• Receive and check customer complaints.
• Confer with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Compile statistics and prepare various reports for management.
• Answer questions from customers or individuals on how a product operates or direct them to the person that is able to assist them.
• Maintain a positive attitude in order to effectively convey Hörmann’s good image to the customers, vendors, and homeowners who may call or stop by with inquiries.

Minimum Requirements

• Obtained a high school diploma, general education degree (GED) or equivalent.
• At least five years of experience in a related work environment (i.e. retail customer service rep., receptionist, order entry specialist, etc.).
• Basic computer skills including a working knowledge of MS Word, Excel, and Outlook.
• The ability to work flexible hours when required to complete necessary job assignments.
• Experience with an enterprise resource planning (ERP) software package such as Oracle or SAP.
• Experience with Hörmann LLC's SAP system is preferred.
• The ability to work on several projects simultaneously.

Essential Mental Functions

• Read and interpret documents such as procedure manuals, work instructions, software manuals.
• Write routine reports and correspondences.
• Speak and communicate well with customers.
• Perform basic mathematical functions including add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and calculate percentages.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Multitask to the level that interruptions from customer or colleague calls do not impede the ability to complete tasks mistake free.
• Complete tasks on time ensuring that Customer Service does not create delays in production because of missed cut-offs.
• Be familiar with the computer system (SAP) and be able to input and retrieve data.

Essential Physical Functions

• Sit or stand as needed.
• May require walking primarily on a level surface for specific periods throughout the day.
• Reach above shoulder heights, below the waist or lift as required to file documents or store materials throughout the work day.
• Proper lifting techniques required. May include lifting up to 25 pounds for files.

Hörmann LLC

Hörmann is a premier manufacturer of garage doors. We provide the building industry with high quality, innovative garage doors at competitive prices while maintaining a reputation of quality, reliability, and integrity. We offer a team-centered environment, where each member's unique knowledge, skills, abilities, and efforts define our success as a company. As an international corporation, Hörmann LLC prizes diversity in all positions; therefore, candidates with second language ability especially in Spanish or German will be given additional consideration; however, fluency in English is required. Hörmann is an Equal Opportunity Employer with a diverse employment environment. Hörmann is committed to providing access and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act and other applicable laws.

Additional Comments

Hörmann offers a comprehensive, competitive benefit package including medical, dental, vision, life, and supplemental insurance plans, 401(k) with employer match, as well as vacation and holiday pay. Hörmann is a drug-free workplace. All offers of employment will be contingent on successfully passing a criminal background check and a pre-employment drug test.