Customer Service Representative

Do you want to be part of creating beauty that lasts for generations? Are you seeking a company that values Transparency, Ownership, Unity, Grit & Hustle? Do you crave being part of a TOUGH winning team in a growth-oriented environment?

AHF Products is a leader in innovative flooring products and solutions with a family of strong brands serving the residential and commercial markets. With decades of experience in award-winning flooring design, innovation, product development, manufacturing, and service, we improve the quality of people’s lives through great products and a deep commitment to outstanding customer service. We are headquartered in Mountville, Pennsylvania with a global manufacturing footprint employing over 2250 people worldwide.

We believe that business is personal. With a deep-rooted belief in the power of teamwork and trust, we consider our staff, customers, and suppliers as true partners. We pledge to deliver reliable, consistent, and best-in-class products, services, and support. We look for people who aren’t afraid to act on ideas, commit the courage to drive successful outcomes and have fun along the way. If these ideals appeal to you, you are going to want to join our team

Essential Functions:

• Provide clients with unsurpassed service, expertise, and convenience throughout the sales and completion process.
• Maintain professional appearance and attitude at all times.
• Answer phones and greet clients as they enter the customer service area.
• Follow-up on orders that are on backorders and processing customer orders accurately.
• Use DANCIK to look up pricing, customer information, delivery dates, and process orders.
• Call customers to communicate on order status and ETA’s.
• Liaison with outside sales reps. and managers.
• Organize and maintain the contractor area.
• Ensure all customers receive excellent customer service.
• Solve customer problems with a sense of urgency and accuracy.
• Communicate with the warehouse department regarding order status in staged areas.
• Schedule delivery and reminder calls to customers.
• Complete projects or assignments as delegated by the supervisor.
• Back up to other positions within the department when needed.
• Maintain positive communication skills and process customer orders accurately.
• Maintain an organized and efficient work area.
• Suggestive selling while placing orders and maintaining displays (tools, saws, cleaners, sealer’s).
• Scan all paperwork correctly (PO’s, confirmations, POD’s).
• Other duties as assigned.

Supervisory Responsibilities:

• This job has no supervisory responsibilities

Knowledge, Skills and Abilities:

• Highly detail-oriented with a passion for perfection; self-motivated; exceptionally organized thrives in a team environment that is fast-paced with multiple projects. 
• Ability to develop and maintain strong working relationships with internal and external parties. 
• Knowledge and experience in construction industry and design material required. 
• Attention to details and accuracy. 
• Adherence to all company policies and procedures. 
• Prudence of time management & organizational efficiency. 
• Ability to operate and work independently with minimal supervision.  
• Good written and verbal skills required. 
• Team oriented including participation in departmental meetings. 
• Must be able to remain calm in stressful situations and have a positive attitude. 

Qualifications:

• Knowledge of interior and exterior design, Ceramic and Porcelain tile, natural stone and related products.
• Great communication skills with ability to relate to a wide variety of customers from homeowners to builders to architects & designers.
• Self-driven with a high level of energy and enthusiasm.
• Excellent relationship selling/customer focused sales abilities.
• Solution oriented with exceptional follow through.
• Good basic math skills, (including ability to take accurate measurements)
• Proficient with Windows based computer applications.
• Ability to perform well in a detail oriented, fast paced environment.

Expected Hours of Work:

• 7:30am – 4:30pm with one-hour lunch break. Overtime may be necessary as required.

Travel:

• Occasional traveling required for training and other events.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Activity

Never 0 hours

Occasionally up to 3 hours

Frequently 3-6 hours

Constantly 6-8+ hours

Sitting

X

Walking

X

Standing

X

Bending (neck)

X

Bending (waist)

X

Squatting

X

Climbing

X

Kneeling

X

Crawling

X

Twisting (neck)

X

Twisting (waist)

X

Is repetitive use of hand required

X

Simple Grasping

X

Fine Manipulation

X

Pushing & Pulling

X

Reaching (above shoulder level)

X

LIFTING

Never 0 hours

Occasionally up to 3 hours

Frequently 3-6 hours

Constantly 6-8+ hours

0 - 10 lbs

X

11 - 20 lbs

X

21 - 50 lbs.

X

51 – 75 Ibs

X

76 - 100 lbs

X

100+ lbs.

X

LIFTING

Never 0 hours

Occasionally up to 3 hours

Frequently 3-6 hours

Constantly 6-8+ hours

Lift as a normal part of task

X

Lift from below hip level

X

Lift between hip level and shoulder level

X

Lift above shoulder level

X

CARRYING

Never 0 hours

Occasionally up to 3 hours

Frequently 3-6 hours

Constantly 6-8+ hours

0 - 10 lbs

X

11 - 20 lbs

X

21 - 50 lbs.

X

51 – 75 Ibs

X

76 - 100 lbs

X

100+ lbs.

X

Vehicle, Tools or Equipment

Frequency

License or Certificate required

Machinery Operation

F

Fork truck

I

Hoist

N

Crane

N

• “Never” (N) – Not performed
• “Infrequently” (I) – happens less than 1% of the time
• “Occasionally” (O) – happens 1% to 33% of the time
• “Frequently” (F) – happens 34% to 66% of the time
• “Continuously” (C) – happens 67% to 100% of the time

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ENVIRONMENTAL DEMANDS (These frequencies are based on normal job activities)

Exposure to:

Frequency

Working in a non-temperature-controlled environment

C

Noise environment: requires hearing protection.

F

Job requires working with and handling chemicals

N

Dust

F

Exposure to hazardous/Toxic substances

I

• “Never” (N) – Not performed
• “Infrequently” (I) – happens less than 1% of the time
• “Occasionally” (O) – happens 1% to 33% of the time
• “Frequently” (F) – happens 34% to 66% of the time
• “Continuously” (C) – happens 67% to 100% of the time

Mental Demands:

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Think analytically
• Make decisions
• Develop options and implement solutions
• Work with a team
• Maintain regular and punctual attendance (consistent with ADA and/or FMLA)
• Attention to detail
• Communicate effectively
• Multitask in a fast pace environment
• Work with a Sense of Urgency

AHF Products provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.