Customer Service Representative - Portland

Job Unit:                  Customer Service

Position:                 Non-Exempt

Salary:                      Hourly

Summary Description:

Keeps customer accounts accurate and updated by posting invoices to sales sheets, prepare monthly statements and post incoming payments.  Receives questions from customers and follow established procedures to provide answers or refers calls to appropriate staff.  Typical questions are focused on order status, product information, account status, pricing, product or service. 

 Essential Duties:

• Accurate process of accounts and incoming payments
• Prepare invoices, post payments and prepare bank deposits.  Reconcile ledger to ensure all payments are accounted for and properly posted
• Verify billing discrepancies and resolve customer’s billing issues
• Facilitate swift payment of invoices due to the organization by sending payment reminders and following up with customers for collection of outstanding balances.
• Field inbound customer service support calls with potential for extended periods of high volume
• Take sales calls and offer required upsells – make compelling offers, present appropriate alternatives when necessary, and ask for the sale
• Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants
• Troubleshoot customer service problems
• Process orders in a fast-paced environment.
• Provide knowledgeable answers to questions about product, pricing and availability.
• Help customers navigate our website and place orders online.
• Work with internal departments to meet customer’s needs.
• Work with customers to resolve product returns, shipping inquiries and order status questions.
• Other related job duties as assigned

Essential Job Skills and Experience

Education/Experience:  Any combination of education and required skills and knowledge for successful performance would be qualifying:

• High School Diploma or GED equivalent, college coursework preferred but not required
• A minimum of 1 year accounting experience
• Two years of professional customer service experience
• Experience in a manufacturing or garage door industry preferred

 Knowledge:  Solid knowledge of basic accounting principles, fair credit practices and collections regulation.  Basic knowledge of customer service principles and practices.  Working knowledge of Microsoft Office products. Extensive knowledge of product catalog and troubleshooting techniques

Skill:   Proven ability to calculate, post and manage accounting figures, accurate data entry skills; strong oral and written communication skills; strong interpersonal skills; High degree of accuracy and attention to detail; proficient computer, keyboarding and 10-key skills, positive, upbeat and professional demeanor; a “Yes We Can!” attitude; professional, engaging verbal communication skills by phone and in person, handling high volume phones in a fast paced environment.

Ability:  Efficiently network and coordinate work with customers and suppliers, to manage effectively time to meet targets and deadlines, to excel in a fast-paced environment; ability to multitask is necessary. Demonstrate passion and enthusiasm for accounting and customer service excellence; maintain focus and positivity while resolving challenging or complex problems.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory or all duties, responsibilities, and qualifications required of employees assigned to this level.

Who we are:

Hörmann is a premier manufacturer of steel, aluminum and custom wood garage doors. We provide the building industry with high quality, innovative garage doors at competitive prices while maintaining a reputation of quality, reliability and integrity. We offer a team-centered environment, where each member's unique knowledge, skills, abilities, and efforts define our success as a company.

Hörmann is an Equal Opportunity Employer with a diverse employment environment.

Hörmann is a drug-free workplace. A pre-employment drug test must be negative regardless of whether you live, test or plan to work in an area that permits legalized use of marijuana for either medical or recreational purposes.

All offers of employment will be contingent on successfully passing a criminal background check and a pre-employment drug test.

Job type: Full-time

Pay: $25.00-$27.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental Insurance
• Health Insurance
• Health Savings Account
• Life Insurance
• Paid time off
• Vision Insurance

Schedule:

• 8-hour shift
• Day Shift 
• Monday to Friday