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Customer Service Representative

3 months ago

Broomfield, United States Hunter Douglas Full time
Job DescriptionJob Description

Hunter Douglas is the world's leading manufacturer of window coverings and a major manufacturer of architectural products. We are a brand that you know and trust. With more than 100 years of innovation, we've defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and commercial buildings globally.

We are searching for candidates that are driven, intelligent, creative, and entrepreneurial. By offering challenging and accelerated opportunities for growth, powered by a shared hunger for success, we create a space for your career to thrive. In return for your expertise, we are committed to providing competitive and robust total compensation and benefit packages to ensure you feel valued. Our dream is to become the fastest growing, most loved, window covering company in the world. What's yours?

Position Overview

The primary responsibility of a Customer Support Representative (CSR) at Hunter Douglas Fabrication is to provide excellent service and support to both internal and external customers with a focus on International Business. Typically acting as the first point of contact for most customer inquiries, CSR's must be knowledgeable in all products, programs, process, and policy. A successful International Customer Service Representative will uphold the Company vision, mission, and core values and understand the brand positioning and customer service strategy.

What you'll do

This position will be on-site in Broomfield, CO.

  • Answers emails, phone calls and participates in video calls to support our international customers and the international sales team as necessary. Resolve challenges, answer product questions, and escalates customer complaints as necessary.
  • Order entry of shade, core goods, sampling and collateral and special orders.
  • Monitors open orders on a weekly basis. Provides customer requested order status updates on orders with issues and troubleshoots issue(s) with buyer or fabrication to resolve.
  • Assists with Workflow and Delivery Block daily release of electronically transmitted orders.
  • Understands the importance of excellent follow‐up and pursues customer satisfaction relentlessly by resolving all service requests timely and to completion. Demonstrates confidence in his/her answers and works with teammates, manager and others to resolve open issues.
  • Demonstrates a clear understanding of all policy and processes established for the position. Offers suggestions to improve our overall quality, service, and effectiveness.
  • Can effectively communicate with team members, peers, and customers both verbally and in written form while maintaining an upbeat/ positive attitude. Is effective in multi‐tasking while maintaining a high degree of accuracy in all aspects of the job.
  • Is capable of learning and utilizing various systems to support the job requirements. Is proficient in SAP ERP, SAP CRM, Direct Web Intranet, online knowledgebase, email/chat, and other systems. Has a willingness and aptitude to learn new technologies and follows all established guidelines to use those systems. Provides customer support of our various online tools.
  • Understands the importance of training and education and meets the established objectives from local management. Seeks out support for areas requiring improvement.
  • Can effectively build and maintain excellent relationships with both internal and external customers. Cooperates with team members and demonstrates willingness for continuous improvement.
  • All other duties as assigned

Who you are

  • Two or more years of experience in providing quality Customer Service is preferred.

  • Accuracy – Ability to perform a variety of tasks while remaining accurate and precise. Maintains a very low order entry error percentage and dollar amount.
  • Communication –Must be able to communicate clearly, effectively and professionally when talking with customers and employees as well as in written form. Correct spelling, punctuation and grammar usage are important for this role.
  • Cooperation – Works well with others, takes time to help customers and co‐workers achieve their objectives and goals.
  • Decision Making and Problem Solving – Identifies problems, gathers data, develops and assesses alternative courses of action, and makes timely decisions based on logical assumptions using all available information.
  • Follow Through‐ Works service issues or tasks to completion and is relentless in follow‐up.
  • Engagement‐ Is continuously looking for new ways to solve customer problems. Offers up suggestions and supports all efforts to generate sales growth for the Company.
  • Listening‐ Demonstrates the ability to effectively listen and comprehend detail.
  • Organization – Can establish priorities and course of action for managing multiple tasks and takes action based upon personal conviction and intuition.
  • Positive: Maintains a positive and upbeat attitude throughout and can influence co‐workers and customers by not dwelling on the negative.
  • Pro‐active‐ Understands the importance of being pro‐active in all aspects of the job and does everything possible to keep customers informed and satisfied.
  • Teamwork‐ Works with all co‐workers to support overall objectives. Actively offers assistance on additional tasks or "back‐up" as necessary.
  • Software – Proficient in SAP S4 Hana and other software packages such as Word, Excel, Adobe (Strong emphasis on these skills) Google products and other online tools.

What's in it for you?

  • Base hourly range: $20.00 - $24.00 per hour
  • Bonus target range: 5%
  • Generous benefits package including medical, dental, vision, life, disability
  • A company culture that prioritizes internal development and professional growth
  • Time off with pay
  • 401(k) plan with a degree of employer matching
  • Paid parental leave
  • Wellness programs and product discounts

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate's education, experience, skills and potential.

The deadline to apply for this position is August 12,2024.

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Hunter Douglas is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.