Customer Care Representative

3 weeks ago


Phoenix, United States R.S. Hughes Full time

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

TheCustomer Care Representativewill 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 serviceor phone-based support Required.
  • Minimum of 1 year experience of data entry required.
Skills That Will Make You Successful
  • Must be local market based with full US work eligibility
  • 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


#LI-KD1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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