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Customer Service Rep

3 months ago

Silverthorne, United States AHF LLC Full time
Job DescriptionJob Description

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 wood 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 thousands of 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 AND RESPONSIBILITIES:

Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • 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 order entry system to look up pricing, inventory and availability, customer information, delivery dates, process orders, back-orders, etc. Enter orders and slab holds when necessary
  • 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, sealers).
  • Scan all paperwork correctly (PO’s, confirmations, POD’s).
  • Assist customers in the process of product knowledge and design material selection process.
  • Must be confident, hardworking, motivated, well organized and task oriented, and possess good closing and presentation skills.
  • Strong communication skills required, including collaborating, and communicating respectfully and professionally with customers, co-workers, contractors, management, department team members and outside agencies to ensure a smooth transition from order placement to product installation.
  • Create a memorable shopping and selection experience for all customers.
  • Determine customer needs and timeline and tailor presentation of materials according to their needs.
  • Provide clients with unsurpassed service, expertise, and convenience through the sales and completion process.
  • Building and maintaining a working knowledge of current inventory, colors, specifications, and information through regular product reviews, internal meetings, trade, and industry publications, etc.
  • Provide support and resources to outside sales representatives.
  • Maintain a professional appearance and attitude at all times.
  • Assist clients in selecting and/or specifying tile, natural stone, slab, and other related products; offer alternative options; offer best solutions to meet customer needs.
  • Liaison with Outside Sales Reps and Sales Managers by passing on selection information for existing and new clients.
  • Receive incoming customer service in person and over the phone.
  • Adhere to and comply with all safety policies and practices.
  • Other duties as assigned.

KNOWLEDGE, SKILLS, & 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.
  • Ability to work independently and in a team environment.
  • Must pass mandatory pre-employment drug test, physical, and criminal background check.
  • Must be able to adhere to attendance expectations.

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.

PHYSICAL 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.

  • You will be expected to stand and sit for long periods of time.
  • Spending extended periods of time on the phone with customers.
  • You will be expected to lift up to 25-30 pounds.
  • Bending, crouching, pushing, and pulling will be required to stock and organize the samples department.
  • Using ladder to reshelf samples in the samples department.

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

TRAVEL

  • Occasional traveling required for training and other events.

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.

This pay for this position is $23-24/hour.