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Customer Service Representative

Website HornerXpress First Coast, Inc.

FLSA: Non-Exempt

Schedule:  Full Time; M – F; 7:30 AM – 4:30 PM

Position Summary

The right candidate for this role is a team player who enjoys interacting with customers and efficiently works with internal departments to process orders and resolve issues. This position requires someone who is detail oriented and has excellent data entry and problem solving skills.

Key Responsibilities:

Communication & Customer Service

  • Provide prompt and efficient customer service – warmly greet customers, promptly answer queries, take orders and resolve issues
  • Excellent telephone and in-person etiquette; speaks in a clear voice
  • Use email to correspond with coworkers, customers and vendors
  • Communicate the needs for products, supplies or other necessities to the appropriate department managers
  • Notify customers about upcoming events, new products and business-related items

Data Entry

  • Listen to requests/orders and accurately enter data and price quotes into FACTS program
  • Use electronic price files for costing of goods
  • Maintain accurate records of special orders and back orders
  • Complete credit forms accurately including all customer and product related notes
  • Run customer reports


  • File daily paperwork and maintain accurate records
  • Keep work area organized, presentable, and free of clutter
  • Keep sufficient stock of all necessary office supplies
  • Prioritize work to meet deadlines

Product Knowledge

  • Recognize parts and products without descriptions and part numbers
  • Attend required training and industry events
  • Maintain current industry catalogs, brochures, and other information physically and electronically for use as references
  • Understand company processes, procedures and their flow, such as receiving, purchasing, order entry, shipping, accounting and dispatch, to efficiently perform duties.

Order Fulfillment

  • Accurately pull orders for customers within required timeframe
  • Assist with duties assigned by management such as warranty, inventory, cycle counts and stock movement
  • Use various tools effectively and safely, such as handcarts, ladders, tape guns, pallet jacks, locks and keys, shrink wrap and forklifts

Other Requirements:

  • Positive, enthusiastic and flexible attitude
  • Team-player mentality
  • Strong communication and organizational skills
  • Excellent problem-solving skills
  • Attention to detail
  • Ability to regularly lift or move 50-100 pounds onto a handcart, pallet or into stocking area
  • Ability to walk up and down stairs and ladders to pull or place products
  • Experience working in FACTS a plus
  • Basic math skills (add, subtract, multiply, divide)
  • Customer service experience
  • Bilingual a plus
  • Pool industry experience is a plus

Compensation & Benefits

  • 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
  • Positive and friendly work environment
  • Merchandise discounts

Team Horner is an equal opportunity employer and encourages growth and opportunity for all.  We are a drug-free workplace.

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