Customer Service Rep I

The Hillman Group; Tempe (AZ); Hybrid; USD 28,000 - 30,000; Full time

Job summary

The Hillman Group is seeking a customer service specialist to handle high-volume telephone inquiries and provide comprehensive order support for customers and Hillman Field Service staff. You will process orders, track shipments, and resolve issues to ensure smooth service delivery.

The role is fully remote but requires living in the Phoenix, AZ area with occasional in-office visits. Weekend schedules may be included; automotive customer service experience is preferred.

Qualifications

• High School diploma or GED is required.
• Six months call center experience preferred.

Responsibilities

• Customer Support – Provide support to both Hillman Customers and Field Staff via the phone loop, answer incoming calls, provide order support (placement, tracking, expediting, quote, etc.), order entry via phone, fax, email, web site, process pickups and damages.
• Account Management Support – Support sales managers and account assistants with order management, process resets and new store orders, process order review holds.
• Order Management – Manage order flow by handling error reports and hold screens, review daily reports for order errors and process accordingly, determine best route for expediting orders.
• Product and Merchandising Support – Answer questions on product usage, support Field Service with displays, and know merchandising components by customer to support displays.
• This job description is not designed to cover or contain a comprehensive listing of activities...duties may change.

Skills

Microsoft Word

Excel

Outlook

PowerPoint

Education

High School Diploma or GED

Job description

Job Summary

Establishes and maintains positive relationships with customers and Hillman Field Service staff by receiving and responding to a high volume of telephone requests.

Establishes and maintains positive relationships with customers and Hillman Field Service staff by receiving and responding to a high volume of telephone requests.

The schedule for this position may include weekends, for example, Sunday-Thursday or Tuesday-Saturday.

Pay is $20-22 an hour based on automotive customer service experience. This is a fully remote position that requires candidates to live in the Phoenix, AZ area with ability to be in office occasionally.

Essential Job Functions

• Customer Support – Provide support to both Hillman Customers and Field Staff via the phone loop, answer incoming calls from both call loops, provide order support (placement, tracking, expediting, quote, etc.), order entry via phone, fax, email, web site, process pickups and damages.
• Account Management Support – Provide support to both sales managers and account assistants, assist account managers and account assistants through order management, process reset and new store orders, process Order review holds.
• Order Management – process order flow by managing error reports and hold screens, review daily reports for order errors and process accordingly, review customer service hold screens and process orders according to set guidelines, determine best route for expediting orders when necessary.
• Product and Merchandising Support – ability to answer questions concerning product application and proper usage and support Field Service staff with display materials, quickly answer customer questions concerning product usage and specifications, review and know multiple merchandising components by customer to support customer displays.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• High School diploma or GED equivalent is required, six months call canter experience preferred

Competencies – Knowledge, Skills, And Abilities

• Strong Skills in Microsoft Office Word, Excel, Outlook, and PowerPoint
• General knowledge of 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.

Work Environment and Physical Demands

Work Environment

Office Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands

Office Sedentary.

The Hillman Group is an Equal Employment Opportunity and Aff ... The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.