Customer Service Representative

Customer Service Representative, Wolf Home Products

Hardware Resources and its sister brands, Top Knobs Watermark, Water Street Brass and Atlas Homewares, are leading manufacturers of high-end faucets for the kitchen and bath, and decorative knobs and pulls for kitchen cabinets. We sell to thousands of kitchen and bath dealers across the country and enjoy an outstanding reputation for quality and service. The company is large, profitable, and growing rapidly.

Our team members are valued and are encouraged to reach their full potential. We foster entrepreneurial spirit and imaginative teamwork with the freedom to act. Our company offers competitive wages, career growth opportunities, and a generous benefits package that includes PTO (sick time, paid vacation), holidays, 401K, Employee Assistance Program, medical, dental, vision, and life insurance. We are an Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce.

About the Job

This position is part of a fast-paced customer focused call center. The ideal candidates for this position must possess customer service skills that provide a provision of service to customers before, during and after a purchase. Candidates must enhance the company’s value proposition and affect the total customer experience by acquiring superior product knowledge and providing services that meet or exceed the customer expectations.

Essential Job Functions:

· Exemplary multi-tasking abilities.

· Answer telephone inquiries from Customers in a knowledgeable, professional, efficient, and friendly manner.

· Complete data entry of Customer orders as demonstrated and trained through the departments Structured on the Job Training and defined in department Quick Tips.

· Managing difficult or emotional customer situations.

• Respond timely and with a sense of urgency to Customer needs such as: product information, requests for service or assistance, investigating and resolving customer issues or complaints.
• Complete all assignments on time, maintaining up to date product information, keeping an accurate call pad of all requests and inquires.
• Maintain a professional, positive and well-organized working environment always.
• Meet data entry and department productivity median measurements.
• Act and communicate in a professional, courteous, respectful, ethical manner with Customers, Clients, Co-workers, and Supervisors.
• Using good judgment and common sense.
• Comply with all elements of the Core Values and use the Quality System, including ISO Procedures, Corrective and Preventative actions, the Customer Complaint Policy, and best practices to achieve continuous process improvements and ensure total customer satisfaction.
• Assist with the auditing and development of the departments Quick Tips and ISO Procedures as well as identifying additional product, process or SAP training opportunities.
• Attend and participate in monthly employee department meetings and Wolf Academy or outside training classes, as offered.
• Follow all Company policies and procedures, comply with all company safety policies, procedures, rules and guidelines and be willing to do other duties as required.

Required Knowledge and Skills

· Excellent communication and interpersonal skills

· Excellent organizational and time management skills with a proven ability to meet deadlines

· Intermediate skills in Microsoft Excel and Word

· Ability to function well in a high-paced and at times stressful environment

· Good problem-solving skills and attention to detail

Education, Employment Experience, and Qualifications

• High school diploma; Associate’s degree or equivalent experience desired
• 1-3 years of office administrative experience required
• Valid Driver's License
• Ability and willingness to learn and grow personal and professional skills

Physical Demands/ Environment

· Prolonged periods of sitting at a desk and working on a computer

· Must be able to lift up to 15 pounds at times

Required Skills and Qualifications:

• Ability to multi-task and to prioritize all incoming workflow in a fast-paced environment
• Excellent data entry, Keyboard navigation, Problem solving, Communication and listening skills
• Knowledge of Microsoft Outlook, Microsoft Word and Microsoft Excel programs

Working Conditions:

• Call center environment, business casual dress code. Minimal movement outside of workstation area, majority of time spent on data entry of orders received via electronic fax and incoming phone inquiries (use of headset recommended).

Other Requirements:

• Minimal travel required - must provide own transportation.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Ability to Commute:

• Manchester, PA (Preferred)

Ability to Relocate:

• Manchester, PA: Relocate before starting work (Preferred)

Work Location: In person