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Customer Service

Website HornerXpress, Melbourne, Inc.

Working Together, Growing Together, Winning Together

COMPANY: HornerXpress, Melbourne, Inc.

REPORTS TO: Branch Manager

FLSA: Non-Exempt, Hourly

HOURS: Full-time

Position Summary

We are currently seeking a Customer Service Representative (Warehouse) to join our team at our Cape Coral branch. The right candidate for this role enjoys working with customers and internal departments to place orders, efficiently answer customer questions and resolve issues. This position will require a person with excellent data entry and problem-solving skills who pays close attention to detail. An enthusiastic and positive attitude is a must have.

Primary Responsibilities

  • Communication
    • Excellent telephone and in-person etiquette
    • Greets customers warmly and professionally upon first contact
    • Corresponds by using email technology with coworkers, customers and vendors
    • Communicates the needs for products, supplies or other necessities to the appropriate department managers
    • Contacts customers to notify them of upcoming events, new products and business-related items
    • Responds to customer inquiries within the customer’s timeline
    • Speaks in a clear voice, both in person and on the telephone
    • Answers inbound telephone calls within 3 rings
  • Data Entry
    • Listens to requests while accurately entering data into the computer
    • Maintains accurate records of special orders and backorders
    • Uses electronic price files for costing of goods for special orders and price quotes
    • Completes credit forms accurately including all customer and product related notes
    • Runs customer reports as requested by customers and coworkers within the requested timelines
    • Accurately enters orders, price quotes into FACTS program
  • Organization
    • Maintains and files daily paperwork such as sales tickets, price quotes and return forms to the proper location in an orderly fashion
    • Keeps work area organized, presentable and free of clutter
    • Keeps sufficient stock of all office supplies that are necessary to complete daily tasks without interruption
    • Prioritizes work to meet deadlines
    • Notify Purchasing of low stock items
  • Product Knowledge
    • Recognizes parts and products without written descriptions and part numbers
    • Seeks and achieves continuous personal improvement as related to the industry
    • Attends required seminars and events related to the industry to keep current on products, processes and codes
    • Maintains current industry catalogs, brochures and other information physically and electronically for use as references
  • Order Fulfillment
    • Assists with duties determined by management, such as warranty, inventory, cycle counts and stock movement
    • Accurately pulls orders for customers within the allotted time
    • Lifts items weighing between 50-100 lbs. onto a handcart, pallet or into stocking area
    • Walks up and down stairs and ladders multiple times per day as needed to place or pull products
    • Uses various tools effectively and safely such as handcarts, ladders, tape guns, pallet jacks, locks and keys, shrink wrap and forklifts
  • Problem Solving
    • Solves practical problems and deals with a variety of variables where limited data exists
    • Uses catalogs, brochures and other sources of information, both electronic and physical, to obtain answers to customer’s inquiries
    • Understands company processes, procedures and their flow, such as receiving, purchasing, order entry, shipping, accounting and dispatch, to
    • efficiently perform duties

Skills & Knowledge

  • Positive, enthusiastic and flexible attitude
  • Team-player mentality
  • Strong communication skills
  • Strong organizational skills
  • Attention to detail
  • Ability to regularly lift or move up to 50lbs
  • Experience working in FACTS is a plus
  • Basic math skills (add, subtract, multiply, divide)
  • Customer Service experience
  • Ability to work in a warehouse (non-airconditioned) environment
  • Bilingual is a plus
  • Pool industry experience is a plus*

Compensation & Benefits

  • Competitive hourly compensation package
  • Participation in the Team Horner Employee Stock Ownership Plan
  • Tuition reimbursement
  • Ongoing industry training
  • Yearly performance and long service awards and events
  • Paid time off: Holiday, Vacation and Personal
  • Health, dental and vision insurance offered
  • Short/Long-Term disability insurance offered
  • 401K and Roth offered
  • Extensive wellness program including one-to-one coaching, healthy living seminars, exercise facilities and classes, stand-up desks, and many other great incentives
  • Merchandise discounts
    …and so much more!

Team Horner is an Equal Opportunity Employer and encourages growth and opportunity for all.

We are a Drug-free Workplace.

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