Customer Service Representative

1 month ago

New York, New York, United States The Fountainhead Group, Inc. Full time
About The Fountainhead Group, Inc.

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 been creating, innovating, and manufacturing liquid sprayer products for the world's top brands and retailers.

Job Summary

We are seeking a highly skilled and customer-focused Call Center Representative to join our Customer Service Team.

As a Call Center Representative, you will be responsible for handling customer orders from start to finish, ensuring accuracy and timely delivery.

You will also address any issues that may arise and provide solutions quickly and efficiently.

Key Responsibilities
  • Routing phone calls to the appropriate personnel
  • 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 FGI customers via phone and email
  • Reviewing documents and entering data points into ERP (EPICOR)
Requirements
  • High school diploma or equivalent
  • Experience working in customer support or a related field
  • Comfortable using computers and various software applications
  • Excellent communication skills, both written and verbal
  • Ability to convey information clearly and effectively
  • Problem-solving skills and ability to find solutions that meet customer needs and expectations
  • Punctuality, consistency, and responsibility in managing time and tasks
  • Ability to work independently or as part of a team
  • Adaptability and flexibility in handling different situations and customer personalities
  • Ability to cope with stress and pressure
  • Optimistic and positive attitude and outlook
  • Empowered and confident in abilities and decisions
What We Offer

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 offer a comprehensive benefits package, including medical, dental, paid vacation, holiday pay, 401k with employer match, tuition reimbursement, health reimbursement account, flexible spending account, employer-paid life insurance, and employee-paid voluntary life and short-term disability coverage.

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