Customer Service Representative

4 weeks ago

Strongsville, United States ACTION INDUSTRIES Full time
Job DescriptionJob DescriptionDescription:

OVERVIEW

Action Industries is looking for a technical expert in garage door parts and accessories to join our customer service department. We're one of the industry's leading manufacturers and distributors of weather seals, garage door parts and access products.

Our brands are about solving problems for our customers and selling products directly to fix garage doors.


This role is on-site in Strongsville, OH.


JOB RESPONSIBILITIES

  • Answer calls and emails from residential customers about form, fit and function of their garage door system and troubleshoot to identify the correct part for them to order.
  • Make a recommendation of the correct parts & accessories offered that will address the customer issue and enter the order in the order entry system
  • Answer incoming customer service phone line
  • Respond to emails from customers
  • Troubleshoot routine problems with multiple different manufacturers’ operators and suggest replacement parts
  • Maintain high customer satisfaction by identifying, understanding, and promptly addressing customers’ needs
  • Work cross-functionally with warehouse operations to provide timely responses to customer inquiries
  • Become familiar with all products offered and look for opportunities to grow sales by offering complementary items
  • Share expertise with entire customer service team; lead training on form, fit and function of garage door parts and accessories
  • Act as an advocate for the customer to confirm that customer deadlines are achieved, products are delivered to specification and on-time
  • Interact and communicate with all levels of employees within the Company, as well as suppliers, customers and peers effectively
  • Comply with policies, procedures, standards and rules of the Company
  • Punctual, regular and consistent attendance
Requirements:

Qualifications:


  • 4+ years of experience working with garage door operators and remotes including installation, repairs and parts recommendations.
  • Able to input new orders into online and ERP order entry systems.
  • Proficient in Microsoft Office programs (Word, Excel, PowerPoint)
  • Experience using SAP and CRMs systems is a plus.
  • Creative problem-solver with outstanding customer service skills
  • Team player who works well individually, as well as part of a team
  • Strong verbal and written communication skills
  • Attention to detail

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