Customer Service Representative
2 weeks ago
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at The Fountainhead Group. As a key member of our Customer Service Team, you will be responsible for providing exceptional service to our customers, handling customer inquiries, and resolving issues in a timely and professional manner.
Key Responsibilities- Handle customer phone calls, emails, and other inquiries in a professional and courteous manner
- Resolve customer complaints and issues in a timely and effective manner
- Process customer orders, including updating and sending reports to National Sales Managers and Account Representatives
- Manage and log customer issues, providing relevant documentation to customers
- Write up customer orders taken over the phone and edit free replacement parts orders
- Fulfill MSDS sheet requests from customers and pull and adjust EDI orders daily
- Confirm billing accuracy by comparing shipped and ordered quantities
- Pull Home Depot routing through Transplace and forward to shipping
- Handle Customer Specific EDI transactions sets (ASN's and 810 invoicing) and settle credit card transactions
- Attend trade shows when needed and available, and contact accounts to resolve issues and/or promote sales
- Help with planning sales meetings, presentations, and show preparation, and mail out invoices
- Interact with FGI customers via phone and email, and review documents and enter data points into ERP (EPICOR)
- High school diploma or equivalent, and some experience working in customer support or a related field
- Comfortable using computers and various software applications, such as ERP, email, and Microsoft products
- Excellent communication skills, both written and verbal, and ability to convey information clearly and effectively
- Problem-solving skills, with ability to find solutions that meet customer needs and expectations
- Punctual, consistent, and responsible in managing time and tasks, and able to work independently or as part of a team
- Adaptable and flexible in handling different situations and customer personalities, and able to cope with stress and pressure
- Optimistic and positive in attitude and outlook, and able to inspire confidence and trust in customers and colleagues
- Competitive salary
- Medical, dental, and paid vacation benefits
- 401k with employer match
- Tuition reimbursement
- Health reimbursement account (HRA)
- Flexible spending account (FSA)
- Employer-paid life insurance
- Employee-paid voluntary life and short-term disability coverage
The Fountainhead Group is a family-owned and operated company, dedicated to the success and longevity of our business, our employees, and our community. For over 130 years, we have been creating, innovating, and manufacturing liquid sprayer products for the world's top brands and retailers. We are committed to the betterment of our FGI Family of employees and our local community, supporting over 350+ local nonprofits through our robust philanthropy and volunteer programs.
We are 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 welcome applicants from diverse backgrounds and are committed to creating an inclusive and respectful work environment.
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