Customer Service Representative

ClosetMaid LLC; Ocala (FL); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Wellness Program

401K

Holidays

Vacation Days

Disability Insurance

Employee Assistance Program

Job summary

The Ames Companies, with its ClosetMaid Ocala, FL manufacturing facility, is seeking a Customer Service Representative. This hybrid role combines remote work on Mondays and Fridays with on-site collaboration Tue-Thu to support consumers via calls, emails, and live chat.

You will manage orders, provide product information, pricing, availability, and lead times; respond to order status, schedule, claims, returns; and coordinate with other departments to ensure accurate data and timely shipments.

Qualifications

• High School Diploma or GED required.
• 1–2 years in customer interface or customer service.
• Comfort using technology, internet, and computer navigation.
• Experience with Customer Database system or Order management system preferred.
• Microsoft Office 365 experience (SharePoint, Excel, Word, Outlook).
• Ability to build rapport over the phone and maintain a customer-focused mentality.

Responsibilities

• Monitor daily open orders and ensure timely shipment.
• Process orders based on current inventory levels.
• Maintain accurate customer information in the system.
• Assist with customer inquiries.
• Coordinate with Outside Sales & Data Analyst on pricing updates.
• Ensure accuracy in order processing and scheduling to meet deadlines.
• Prioritize expedited orders and priority accounts.
• Coordinate with departments regarding production control and inventory.
• Release orders into the system and ensure data accuracy.
• Process return authorizations per company policy.

Skills

Customer service

Phone support

Data entry

MS Office 365

Education

High School Diploma or GED

Tools

Customer Database system

Order management system

SharePoint

Excel

Word and Outlook

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.