Customer Service Representative- Horizons

Job Summary

Responsible for coordinating and performing numerous customer service functions for specific assigned customers efficiently, resulting in excellent customer service. This position requires a flexible work schedule of 40 hours per week, which may include Saturday hours of 9:30 a.m. – 6 p.m.

Responsible for coordinating and performing numerous customer service functions for specific assigned customers efficiently, resulting in excellent customer service. This position requires a flexible work schedule of 40 hours per week, which may include Saturday hours of 9:30 a.m. – 6 p.m.

• Achieves level‑specific expectations of productivity and accuracy, while processing customer requests such as:
• Entry of multiple order types (initial, remake, repair parts etc.)
• Change/cancel/Out of Spec requests and order statuses
• Issuing credits (85%)
• Responsible for maintaining current product/account/systems knowledge in order to perform tasks in compliance with standard procedures (10%)
• Complete other related duties as assigned by Supervisor (5%)

The annual base/hourly wage for this position is reasonably expected to be $17.50 an hour. Factors which may affect starting pay may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for an annual bonus as well of up to 5%.

Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan with up to 5% company match of eligible contributions, life insurance, long‑term disability insurance, short‑term disability insurance, paid sick time at an amount that meets or exceeds all local requirements, paid vacation time (pro‑rated for the current year based on start date), paid holidays per year, and one paid volunteer day off per year.

• High School Diploma required
• Minimum of one year combined customer service experience and/or related education
• Personal computer experience

• Excellent communication skills (written, oral, listening, approachable)
• Computer skills meet processing requirements – 30 WPM, and ability to perform basic functions independently
• Enthusiasm in serving as customer's primary point of contact and owning customer challenges from start to finish
• Emerging ability to exercise personal judgement in delivering superior customer service – Level of Authority up to $250.00 per order.
• Capability/willingness to seek guidance and/or elevate concerns/improvement opportunities
• Identifies growth opportunities in personal performance and shows comfort level in taking initiative to pursue excellence.
• Utilizes established processes/procedures efficiently in daily workflows
• Develop and maintain knowledge of SWF team structure, roles, and responsibilities to facilitate communication flow
• Commitment to regular use of SWF tools to ensure product/account/systems knowledge remains current

• Work conditions are normal for an office environment.