Customer Service Representative

1 month ago

New York Mills, New York, United States The Fountainhead Group,Inc. Full time
Job Description

At The Fountainhead Group, Inc., we are seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our Customer Service Team, you will be responsible for handling customer orders from start to finish, ensuring accuracy and timely delivery. Your role will also involve addressing any issues that may arise and finding solutions quickly and efficiently.

About Us

The Fountainhead Group, Inc. is a family-owned and operated company dedicated to the success and longevity of our business, employees, and community. With over 130 years of experience, we have established ourselves as a leading manufacturer of liquid sprayer products for top brands and retailers. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a trusted partner in the industry.

Key Responsibilities

  • Routing phone calls to the appropriate team members
  • Updating and sending reports to National Sales Managers and Account Representatives
  • Tracking and reporting on freight deliveries from various carriers
  • Managing and logging customer issues and providing relevant documentation
  • Writing up customer orders taken over the phone
  • Editing free replacement parts orders
  • Fulfilling MSDS sheet requests from customers
  • Pulling and adjusting EDI orders daily
  • Confirming billing accuracy by comparing shipped and ordered quantities
  • Pulling Home Depot routing through Transplace and forwarding to shipping
  • Handling Customer Specific EDI transactions sets (ASN's and 810 invoicing)
  • Settling credit card transactions
  • Attending trade shows when needed and available
  • Contacting accounts to resolve issues and/or promote sales
  • Helping with planning sales meetings, presentations, and show preparation
  • Mailing out invoices
  • Interacting with customers via phone and email
  • Reviewing documents and entering data points into ERP (EPICOR)

Requirements

  1. You have a high school diploma or equivalent, and some experience working in customer support or a related field.
  2. You are comfortable using computers and various software applications, such as ERP, email, and Microsoft products.
  3. You have excellent communication skills, both written and verbal, and can convey information clearly and effectively.
  4. You are creative and competent in solving problems and finding solutions that meet customer needs and expectations.
  5. You are punctual, consistent, and responsible in managing your time and tasks, and can work independently or as part of a team.
  6. You are inquisitive and eager to learn new things and expand your knowledge of the company and its products or services.
  7. You are adaptable and flexible in handling different situations and customer personalities, and can cope with stress and pressure.
  8. You are optimistic and positive in your attitude and outlook, and can inspire confidence and trust in customers and colleagues.
  9. You are empowered and confident in your abilities and decisions, and can take initiative and ownership of your work.

Benefits

  • Medical
  • Dental
  • Paid Vacation
  • Holiday Pay
  • 401k with employer match up to 2%
  • Tuition Reimbursement
  • Health Reimbursement Account (HRA)
  • Flexible Spending Account (FSA)
  • Employer-paid Life Insurance
  • Employee-paid Voluntary Life and Short-Term Disability Coverage

Company Culture

The Fountainhead Group, Inc. is an Equal Opportunity Employer (AAE/EEO) and ranked one of the Best Companies to Work for in New York State by the Society for Human Resource Management. We are committed to creating a diverse and inclusive work environment where everyone feels valued and empowered to contribute their best work. With over 12 languages spoken at FGI, we welcome candidates from diverse backgrounds and cultures.

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