Customer Service Representative

The AMES Companies, Inc.; Ocala (FL); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) plan

Paid holidays

Vacation days

Employee assistance program (EAP)

Disability insurance

Wellness program

Job summary

The Ames Companies in Ocala, FL is seeking a Customer Service Representative to handle calls, emails, and live chat to assist consumers, manage orders, and provide product information.

You will collaborate with sales and logistics to ensure accurate pricing, availability, lead times, and timely shipments, while maintaining data in the CRM and order systems.

A fast-paced team environment, 1–2 years of experience, and comfort with Microsoft Office 365 are preferred.

Qualifications

• 1–2 years of customer service or interface experience.
• Comfort using internet and computer navigation.
• Experience with order management or customer databases is a plus.
• Strong communication and problem-solving skills.

Responsibilities

• Monitor open orders and ensure timely shipment.
• Provide pre- and post-sales support and respond to inquiries.
• Maintain accurate customer data in the system.
• Coordinate with Outside Sales & Data Analyst on pricing updates.
• Process returns and manage order entry to meet deadlines.
• Assist with requests and ensure correct product information.

Skills

Customer service

Phone support

Data entry

CRM software

Education

High School Diploma or GED

Tools

Microsoft Office 365

SharePoint

Excel

Outlook

CRM software

Job description

We have amazing Benefits! Medical, Dental, Vision, Life Insurance, Wellness, 401K, Holidays Employee Assistance Program, Vacation Days, Disability, and much more.

WHO WE ARE

The AMES Companies, headquartered in Lake Nona-Orlando, FL has a rich American history. The AMES story goes back to 1774, when Captain John Ames began making America’s first shovels. AMES® brand is the third oldest consumer brand in the country, and its tools helped build America for more than two hundred years. You can learn more about our history here.

Our business lines include Home Organization, Lawn and Garden Tools, Outdoor Living, and Cleaning Tools. Our leading global brands are sold to homeowners and professionals involved in new construction, remodeling, and maintenance activities. To learn more about out business lines, visit our website: https://www.homebyames.com/en-us/.

WHERE YOU WILL WORK

Hybrid role, Monday and Friday remote work from home, and Tuesday through Thursday onsite in our ClosetMaid Ocala, FL manufacturing facility.

WHO YOU ARE

As our Customer Service Representative, your work will be in one of our focal areas based on your experience and interest. You will mainly manage calls, emails, and live chat to support consumers.

You will be responsible for account management by providing pre and post-sales support. You will ensure customers have the correct information in terms of product, pricing, availability and lead time. You will respond to customer inquiries on purchase order status, delivery schedule, claims and returns. You will work closely with different departments to assist customer needs accurately.

RESPONSIBILITIES

• Monitor daily open orders and ensure timely shipment.
• Make decision based on data to process orders based on current inventory levels.
• Maintain accurate and updated customer information in the system.
• Assist with customer inquiries.
• Coordinate with Outside Sales & Data Analyst on customer account and pricing updates.
• Responsible for order management by ensuring accuracy in order processing and scheduling, to meet deadlines and shipping timelines (manual or automated).
• Prioritize expedited orders and shipments, priority accounts and activities.
• Coordinate with departments regarding production control and inventory.
• Release the orders into the system and ensure accuracy of the inputted data.
• Process return authorization according to company policy based on information gathered from customers.
• Documentation, archiving, and auditing of orders, correspondence, and information.

REQUIREMENTS

• High School Diploma or GED a must.
• 1-2 years of experience in customer interface, or customer service.
• Must be very comfortable using technology, internet and computer navigation.
• Preferred experience with Customer Database system or Order management system.
• Microsoft Office 365 experience- SharePoint, Excel, Word and Outlook.
• Ability to build rapport over the phone and have a customer focused mentality.
• Thrive in a fast-paced team environment.
• Stay calm under stressful situations.
• Attention to detail and accuracy.
• Strong problem solving and investigation skills.
• Data entry experience on personal computers.
• Experience in providing order status to customers a plus.
• Experience in performing order entry functions a plus.
• Working knowledge of manufacturing or retail processes a plus.

ENVIRONMENTAL/PHYSICAL REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. This position is located primarily in an office environment. The representative is required to sit for long periods of time. While performing the duties of this job, the representative may need the ability to lift and carry loads up to 20 pounds. Upon occasion, the representative may be exposed to a manufacturing environment and required to wear personal protective equipment.

WORK AUTHORIZATION

The Ames Companies will only employ those who are legally authorized to work in the United States.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.