Customer Service Representative

Hörmann is a premier manufacturer of garage doors, providing the building industry with high-quality, innovative products at competitive prices while maintaining a reputation for quality, reliability, and integrity.

About the role

The Sales Center Customer Representative is responsible for all aspects of customer care, ensuring the highest level of professionalism and customer service. This role involves answering customer questions via phone and email, addressing and resolving customer issues, entering orders into the system, and following up to ensure customer satisfaction.

Responsibilities

• Field inbound customer service support calls, often during periods of high volume.
• Take sales calls, offer required upsells, make compelling offers, present appropriate alternatives, and ask for the sale.
• Act as a liaison to the sales team and share leads.
• Apply active listening skills, interject, and paraphrase appropriately to best understand the customer’s needs and wants.
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Help customers navigate the website and place orders online.
• Work with customers to resolve product returns, shipping inquiries, and order status questions.
• Answer questions from customers or individuals on how a product operates or direct them to the appropriate person.
• Process orders in a fast-paced environment; edit orders received for price and specifications.
• Inform customers of unit prices, shipping dates, anticipated delays, and any additional information needed.
• Accurately enter data into the computer system; record or file copies 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.
• Ensure quotes are processed through the quoting process in a timely manner; type quotes and maintain files for all processed quotes.
• Responsible for sending new pricing, with the correct multiplier, to all customers.
• Perform various administrative support tasks including invoicing, filing, payment processing, customer account creation and maintenance, and validating special orders to factory records.
• Compile statistics and prepare various reports for management, as needed.
• Troubleshoot customer service problems and work with internal departments to meet customer needs.
• Perform other related job 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 preferred.
• Fluency in English required; second language ability, especially in Spanish or German, will be given additional consideration.

Essential Mental/Physical Functions

• Read and interpret documents such as procedure manuals, work instructions, and software manuals.
• Write routine reports and correspondence.
• Speak and communicate effectively with customers.
• Perform basic mathematical functions including addition, subtraction, multiplication, division, and percentage calculations.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Complete tasks on time to avoid delays in production due to missed cut-offs.
• Become familiar with all product lines and customer base.
• Become familiar with the computer system (SAP) and be able to input and retrieve data.
• May require sitting or standing for extended periods; walking primarily on a level surface throughout the day.
• Reaching above shoulder heights, below the waist, or lifting as required to file documents or store materials (proper lifting techniques required; may include lifting up to 25 pounds).
• Occasional exposure to warehouse areas; must be physically able to safely maneuver in that environment.

Benefits

• Medical, dental, and vision insurance.
• Life and supplemental insurance.
• 401(k) with company match.
• Paid vacation and holidays.

Pay

Starting at $20–24 per hour.