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Representative, Customer Support

4 months ago

San Jose, United States RS Hughes Company Inc Full time
Job DescriptionJob Description

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism — and we treat our employees like the valuable assets they are.

Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team

Position Description

The Customer Support Representative will be responsible for handling a high-volume of phone inquiries from R.S. Hughes B2B customers and Outside Sales Reps, regarding pricing, availability, and delivery logistics. This position will manage orders to include order entry, backlog management, and leverage all available resources to meet customer expectations while creating a positive customer experience. This role is expected to adhere to all company policies and safety protocols.

Key Competencies Required to be Successful as a Customer Support Representative

  • Guide and process customer orders and inquiries in a fast-paced environment using world-class technology.
  • Provide internal support to assigned Sales Representatives regarding any customer problems, complaints, or requests
  • Solve customer problems and find best possible solutions
  • Help customers navigate RS Hughes' website and place orders online
  • Handle complaints within established guidelines and initiate appropriate follow-up and response
  • Track orders/trace deliveries that customers have not received to determine status of order and expected time arrival
  • Assist customers with returned goods; write up returned goods authorizations for returning merchandise
  • Provide knowledgeable answers to questions about products, pricing, and availability
  • Respond to shipping inquiries and answer order status questions
  • Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service
  • Proactively communicate in a timely manner with customers about order verification, order status, pricing, and shipment status
  • Coordinates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests
  • Provide attention to detail while also multitasking to complete the assignments
  • Perform other job duties as assigned

Education/Certification/Licenses

  • High School Diploma or GED equivalent
  • Minimum of 2 years of experience in product based, Business to Business customer service or phone-based support Required.
  • Minimum of 1 year experience of data entry required.

Skills That Will Make You Successful

  • Must be able to work in the United States without corporate sponsorship now and within the future
  • Excellent verbal and written communication skills.
  • Excellent data entry skills.
  • Results driven
  • Detailed oriented
  • Strong problem-solving skills
  • Ability to work independently with limited supervision
  • Strong computer and organizational skills


Applicants for all job openings will be considered without regard to race, color, religion, national origin, sex, age (40 and over), sexual orientation, physical or mental disability, medical condition, genetic information, marital status, gender identity, gender expression, military or veteran status or any other basis protected by state, federal or local law. It is the intent of the Company to comply with all applicable federal, state, and local legislation concerning equal opportunity in employment.