Hydraulics Customer Service Representative

Company: Summit Hydraulics

Location: In person at Summit Hydraulics, 21415 N. 15th Lane, Ste. 105, Phoenix, AZ 85027

Position Type: Full-Time

Pay: Starting at $24/hour (Non-exempt) (dependent on experience)

Company Overview: Summit Hydraulics is a leading provider of E-commerce hydraulic solutions, offering a wide range of high-quality products and services to various industries. Our commitment to excellence and innovative solutions has positioned us as a trusted partner for our customers. We are currently seeking a talented Technical Support/ Customer Service Representative to join our team and help us maintain our reputation for outstanding customer service.

Job Overview: The ideal candidate for the Customer Service Representative role must have strong verbal and written communication skills, attention to detail, and a high level of organizational skills.

The ideal candidate needs a see it, grab it, do it attitude to meet the customer’s needs and expectations. Must be able to handle an ever-changing, fast paced work environment.

A background in e-commerce customer service or mechanical experience is a plus and will be considered in place of product specific experience.

Essential Duties and Responsibilities:

• Interacting with customers to answer questions, provide assistance, process requests by phone, email and chat to ensure inbound calls go the right team member.
• Navigating our customers through our e-Commerce sites, and help them find the correct products they need.
• Daily customer order entry and facilitation of shipping/tracking details.
• Provide thorough and accurate documentation to customer accounts through our communication channels.
• Identifying areas of opportunity for optimizing results and improving customer satisfaction.
• Answering questions on product knowledge, inventory levels and pricing.
• Resolve customers’ challenges with the best solutions by using all resources for product selection, product identification, order placement, order management, and fulfillment.
• Superior verbal and written communication skills with the ability to assist all members in a friendly, courteous manner with both internal and external customers.
• Maintain product knowledge; understand features and benefits and gain a basic technical knowledge of Summit Hydraulics products and services and provide technical assistance where applicable.
• Use company provided systems/tools to fully document, track, record, follow-up and capture all related sales activity in a timely and accurate manner.
• Perform all other duties as assigned by management in a professional and efficient manner on a daily basis.
• Other responsibilities may be assigned.

Qualifications and Skills:

• Excellent communication and writing skills in English.
• Excellent interpersonal and customer service skills.
• Proficient with Google Office Suite or related software.
• Excellent organizational, time management, and problem-solving skills.
• Ability to create appropriate content for dissemination via social media, websites and other distribution channels.
• Analytical thinker with strong conceptual and research skills.
• Ability to work under pressure and meet deadlines.
• Ability to work independently and/or as part of a team.
• Use a computer and multiple computer programs in each call with periods of prolonged sitting (up to 8 hours per day).
• Experience with ShipStation, Help Scout and/or CIN7 a plus!
• Ability to work independently and as part of a team.

ABOUT YOU:

• Helpful – What can we bring to the situation vs. what can we get from it?
• Solutions Focused - Get creative with client and colleague requests and general problem solving. Get out of the problem and into the solution!
• Do the Right Thing - Regardless of restraints, do what's right for the team and our customers; show respect for all.
• Follows Through – Take ownership, finish what we start, and deliver on promises.
• High stress tolerance - Thrives in a high-pressure environment.
• Adaptable/flexible - Enjoys doing work that requires frequent shifts in direction.
• Achievement-oriented - Enjoys taking on challenges, even if they might fail.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.
• Must be able to access all areas of the facility to determine needs.

Benefits:

• Competitive salary based on experience
• Annual Bonus
• Comprehensive benefits package
• Professional development opportunities.
• An inclusive and collaborative company culture.
• 401(k) with company match
• Medical insurance
• Dental insurance
• Vision insurance
• Short-term / Long-term Disability
• Life insurance
• Paid Time Off
• 10 Paid Company Holidays
• Paid Parental Leave

Schedule:

• Monday to Friday

Working Conditions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this job description are representative of knowledge, skill and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Opportunity Statement:

Summit Hydraulics is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability status, protected veteran status, or any other characteristic protected by applicable law.

Job Type: Full-time

Work Location: In person