Part Time - Customer Service Representative at The Ames Companies, Inc. in Ocala, Florida

Job Description:

Customer Support Specialist Consist of team members who consist of either customer service, consumer support, dot.com, or design members.

Major Responsibilities:

Customer Service Account Management 

• Responsible in maintaining accurate and updated customer information in the system.


• Coordinates with Data Analyst in creating & updating customer master information and pricing updates as needed


• Process Owners, responsible in creating and updating Account Specific Processes


• Effective Order Management by ensuring accuracy in order processing and scheduling to meet logistical deadlines and complex daily shipping timelines (manual or automated)


• Ability to manage day to day task by prioritizing expedited orders/shipments, priority accounts and activities


• Coordinate with Demand Analyst, Planners and Transfer Coordinators regarding production control and inventory


• Coordinate with Sales Manager regarding updates and order escalations on Customer Accounts


• Representative will be responsible for releasing the orders to the system and auditing/ensuring quality and accuracy of the inputted data


• Process CCR and MRA according to company policy based on information gathered from Customers


• Prepare all pertinent documentation needed to satisfy ClosetMaid customer requirements


• Over time evolve knowledge to be able to perform analysis of and to compare open orders in system to on-hand inventory.  Make decision based on data as to if company can take the order based on current inventory levels.


• Monitoring of Daily Open Orders and ensure that shipment is on time.


• Assist in customer inquiries through different channels


• Document archiving and audit

Consumer and Design Support

• Provides before and after sales support from different communication channels to ClosetMaid Consumers


• On Before Sales Support – Product, Pricing, Design, Product Limitation and Where to Buy information


• After Sales Support – Installation and Assembly, Warranty, Safety & Hazard, Returns & Refund


• Assess and handles consumer complaints on products, warranty claims and refund


• Gathers and prepares relevant documents needed for Refund and Claims processing


• Gathers and prepares relevant documents needed for CCR


• Able to assess and evaluate consumer request to aid in the decision making for processing consumer request for replacements in accordance to company policy and procedures


• Individual customer case management


• Assist in the identification of and validate correct design suggestions and parts to be ordered, determine and recommend proper quantity of parts needed and installed, and document all information. 


• Perform follow-up communication activities through different channels


• Ensures that required information is logged into central information system pertaining to customer information and requests


• Utilize laboratory resources to walk through customers with their design problems


• Provide accurate and complete drawings on time for jobs requested by Architects, Designers, Builders, and Contractors for bid submittals


• Prepares quotation on Material and Labor based on Dealer/Installer’s pricing scheme


• Assist in the identification of and validate correct design suggestions and parts to be ordered, determine and recommend proper quantity of parts needed and installed, and document all information on the daily indicator sheet. 


• Perform follow-up communication activities via phone, email and chat.


• Record, maintain and update customer information gathered during consultations and follow up.


• Assist Builders in creating upgrade solutions by creating builder book based on their requirements


• Escalates technical or non-technical problems that are unable to be resolved on the spot to proper escalation channel


• Individual case management based on client agreement


• Builds a useful customer profile database. Ensure required information is entered into central database pertaining to customer issues or requests.


• Prepare a variety of status reports, including activity, closings, follow-up, and adherence to goals.


• Maintains competency level in terms of technical know-how.


• Establish and maintain current and potential client relationship.


• Escalate out of his boundary issues to Superior

General Responsibilities

• Maintains competency level in terms of technical know-how and pass all functional certification assessments


• Works hand in hand with the Team in ensuring operational metrics are achieved.


• Works with the team in managing day to day task and activities


• Handles other projects and task as delegated


• Adheres to the goals and objectives set forth by the company


• Practice and maintain department policies


• Other duties that may be assigned as necessary

 Relevant Work Experience/Requirements

• 5+years’ experience customer interface


• Consumer product experience


• Strong PC skills including the Microsoft Office Suite; primarily Excel and Word. Must be an advanced user in Excel


• Working knowledge of manufacturing and/or retail processes


• Ability to maintain a consistently high level of attention to detail


• Ability to assess multiple tasks and develop a plan to complete them in a logical and efficient manner


• Ability to successfully mediate conflict between individuals and groups


• Ability to delegate responsibility and to work with others while coaching them to develop their capabilities


• Ability to analyze, develop, and propose strategies that will help the organization be more effective, competitive, or otherwise achieve its goals

Required Competencies, Knowledge, Skills & Abilities

• Associates degree in Business or Marketing or equivalent work experience

Travel Requirements

  No travel required

Environmental/Physical Requirements

Physical demands described here are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• This position is located primarily in an office environment. At times the associate is required to sit for long periods of time.


• While performing the duties of this job, the associate may need the ability to lift and carry loads up to 20 pounds.


• Upon occasion, the associate may be exposed to a manufacturing environment and required to wear personal protective equipment.

Work Authorization

No calls or agencies please. AMES/CLOSETMAID will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer 

CLOSETMAID is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status.

In addition to federal law requirements, CLOSETMAID complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

CLOSETMAID expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of our employees to perform their job duties may result in discipline up to and including termination.

If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by contacting Human Resources at 1-352-401-6396 or by sending an email to Careers@Closetmaid.com to make appropriate arrangements.

About CLOSETMAID

Actually, it’s all about you. We began with a desire to help people improve the storage in their home. Founded in 1965 in Delray Beach, Florida, we were the first to manufacture ventilated wire shelving for closets in new home construction. We grew quickly, and in 1970 moved to our current headquarters in Ocala, Florida.

CLOSETMAID, a business unit of Griffon Corporation (NYSE:GFF), is the worldwide leader in home storage and organization, offering innovative wire and laminate/wood storage systems for use in bedrooms, kitchens, family rooms, laundry rooms, home offices and garages – wherever people need to store and organize their things. Our products are available at home improvement stores, mass merchants, online, and from CLOSETMAID Authorized Dealers.

CLOSETMAID offers a competitive benefits package including medical, dental, vision, 401(k), & PTO

 

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