Customer Service Representative

About the Role

As a Sales Center Customer Representative, you will handle all aspects of customer care, ensuring the highest level of professionalism and customer service. This role involves answering customer questions via phone and email, resolving issues, entering orders, and following up to ensure customer satisfaction.

Responsibilities

• Field inbound customer service support calls, often during high-volume periods.
• Take sales calls, offer upsells, present alternatives, and ask for the sale.
• Act as a liaison to the sales team and share leads.
• Apply active listening skills to understand customer needs and provide knowledgeable answers about products, pricing, and availability.
• Help customers navigate the website and place orders online.
• Resolve product returns, shipping inquiries, and order status questions.
• Answer questions about product operation or direct customers to the appropriate person.
• Process orders in a fast-paced environment, edit orders for price and specifications, and inform customers of pricing, shipping dates, or delays.
• Accurately enter data into the computer system and maintain order records.
• Follow up on orders to ensure timely delivery.
• Compute price, discount, and shipping charges.
• Handle customer complaints and coordinate with production, shipping, or warehouse personnel to trace missing or delayed shipments.
• Process quotes in a timely manner and maintain quote files.
• Send updated pricing with the correct multiplier to all customers.
• Perform administrative tasks such as invoicing, filing, payment processing, and customer account maintenance.
• Compile statistics and prepare reports for management.
• Troubleshoot customer service problems and work with internal departments to meet customer needs.
• Perform other related duties as assigned.

Requirements

• High School Diploma.
• One year of professional customer service experience preferred but not required.
• Experience in a manufacturing or garage door industry is a plus.
• Ability to read and interpret documents such as procedure manuals, work instructions, and software manuals.
• Strong written and verbal communication skills.
• Basic mathematical skills, including calculations with whole numbers, fractions, decimals, and percentages.
• Ability to follow written, oral, or diagram-based instructions.
• Familiarity with computer systems (e.g., SAP) for data input and retrieval.
• Ability to sit or stand for extended periods, walk, reach, and lift up to 25 pounds.
• Occasional exposure to warehouse environments.

Candidates with second language ability, particularly in Spanish or German, will be given additional consideration. Fluency in English is required.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Life and supplemental insurance plans.
• 401(k) with employer match.
• Vacation and holiday pay.

Hörmann is a drug-free workplace. Employment offers are contingent on passing a criminal background check and pre-employment drug test.

About Us

Hörmann is a premier manufacturer of garage doors, known for high-quality, innovative products at competitive prices. We foster a team-centered environment where diversity is valued, and each member's contributions drive our success.