Customer Service Representative - Portland

Hörmann North America; Portland (OR); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental Insurance

Health Insurance

Health Savings Account

Life Insurance

Paid time off

Vision Insurance

Job summary

Hörmann North America is seeking a customer service specialist in Portland, Oregon to field inbound calls, upsell products, and provide accurate information on pricing and availability. You will guide customers through online ordering and collaborate with internal teams to resolve issues promptly.

The ideal candidate has strong communication skills, a customer-centric approach, and the ability to thrive in a fast-paced manufacturing environment.

Qualifications

• Education/Experience: Any combination of education and required skills and knowledge for successful performance would be qualifying.
• High School Diploma or GED equivalent, college coursework preferred but not required
• One year of professional customer service experience preferred but not required
• Experience in a manufacturing or garage door industry preferred

Responsibilities

• Field inbound customer service support calls with potential for extended periods of high volume
• Troubleshoot customer service problems
• Process orders in a fast-paced environment
• Provide knowledgeable answers to questions about product, pricing and availability
• Help customers navigate our website and place orders online
• Work with internal departments to meet customer’s needs
• Work with customers to resolve product returns, shipping inquiries and order status questions
• Other related job duties as assigned

Skills

Upselling

Active listening

Phone support

Written communication

Education

High School Diploma

GED

Some college

Tools

Microsoft Office

Job description

Summary Description

• Field inbound customer service support calls with potential for extended periods of high volume
• Take sales calls and offer required upsells - make compelling offers, present appropriate alternatives when necessary, and ask for the sale
• Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants
• Process orders in a fast-paced environment.
• Provide knowledgeable answers to questions about product, pricing and availability.
• Help customers navigate our website and place orders online.
• Work with internal departments to meet customer’s needs.
• Work with customers to resolve product returns, shipping inquiries and order status questions.
• Other related job duties as assigned

Essential Job Skills And Experience

• High School Diploma or GED equivalent, college coursework preferred but not required
• One year of professional customer service experience preferred but not required
• Experience in a manufacturing or garage door industry preferred

Summary Description

Receives questions from customers and follows established procedures to provide answers or refers calls to appropriate staff. Typical questions are focused on order status, product information, account status, pricing, product or service. Reports to Sales Center Office Supervisor.

Essential Duties

• Field inbound customer service support calls with potential for extended periods of high volume
• Take sales calls and offer required upsells - make compelling offers, present appropriate alternatives when necessary, and ask for the sale
• Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants
• Troubleshoot customer service problems
• Process orders in a fast-paced environment.
• Provide knowledgeable answers to questions about product, pricing and availability.
• Help customers navigate our website and place orders online.
• Work with internal departments to meet customer’s needs.
• Work with customers to resolve product returns, shipping inquiries and order status questions.
• Other related job duties as assigned

Essential Job Skills And Experience

Education/Experience: Any combination of education and required skills and knowledge for successful performance would be qualifying:

• High School Diploma or GED equivalent, college coursework preferred but not required
• One year of professional customer service experience preferred but not required
• Experience in a manufacturing or garage door industry preferred

Knowledge

Thorough knowledge of products and quality standards. Knowledge of customer service principles and practices. Extensive knowledge of product catalog and troubleshooting techniques

Skill

Strong oral and written communication skills, strong interpersonal skills, Microsoft Office, proficient computer, keyboarding and 10-key skills, positive, upbeat and professional demeanor; a "Yes We Can!" attitude, professional, engaging verbal communication skills by phone and in person, handling high volume phones and fast paced environment.

Ability

Efficiently network and coordinate work with customers and suppliers, to manage effectively time to meet targets and deadlines, to excel in a fast-paced environment; ability to multitask is a must. Demonstrate passion and enthusiasm for customer service excellence, maintain focus and positivity while resolving challenging or complex problems

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory or all duties, responsibilities, and qualifications required of employees assigned to this level.

Who We Are

Hörmann is a premier manufacturer of steel, aluminum and custom wood garage doors. We provide the building industry with high quality, innovative garage doors at competitive prices while maintaining a reputation of quality, reliability and integrity. We offer a team-centered environment, where each member's unique knowledge, skills, abilities, and efforts define our success as a company.

Hörmann is an Equal Opportunity Employer with a diverse employment environment.

Hörmann is a drug-free workplace. A pre-employment drug test must be negative regardless of whether you live, test or plan to work in an area that permits legalized use of marijuana for either medical or recreational purposes.

All offers of employment will be contingent on successfully passing a criminal background check and a pre-employment drug test.

Job type: Full-time

Pay: $23.00-$25.00 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental Insurance
• Health Insurance
• Health Savings Account
• Life Insurance
• Paid time off
• Vision Insurance

Schedule

• 8-hour shift
• Day Shift
• Monday to Friday

Education

Required

• Some college or better
• High School or better

Behaviors

Required

• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

Required

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Self-Starter: Inspired to perform without outside help

Equal Opportunity Employer

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.