Customer Service Representative

Description:

California Faucets is looking to bring on a talented Customer Service Representative. This role is based on site in our Huntington Beach, CA office. This is a Monday through Friday, hybrid role from 8:00 a.m. to 4:45 p.m.

The Customer Service Representative (CSR) is responsible for providing first-class customer service to all customers by using excellent, in-depth knowledge of company products as well as communicating effectively with team members within the customer service department.

In addition to these duties, the Customer Service Representative will also:

• Answer customer calls and actively listen to identify their issues.
• Build customer relationships, earning their loyalty and trust.
• Enter customer orders and returns in ERP system.
• Troubleshoot problems and resolve a range of customer issues from estimating lead times, offering design options, discussing shipping options, and resolving warranty concerns.
• Perform additional assignments per manager's direction.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements:

The Following Personal Attributes/Skills are Required:

• Ability to read, write, speak, and understand English fluently.
• Excellent interpersonal, organizational, and communication skills.
• Excellent verbal and written communication.
• The ability to explain things easily in ways that people can understand.
• A proactive approach to problem solving in addition to reliable follow-through on a variety of tasks.
• A sense of urgency and efficiency in all tasks.
• Excellent time management skills must be able to handle multiple priorities simultaneously and meet deadlines.
• Ownership of all assigned areas of responsibility.
• Attention to detail and accuracy; must be able to recognize and resolve discrepancies.
• Team player with a positive, “can-do” attitude that can work in a fast-paced environment.
• Good judgement and discretion.
• Ability to meet or exceed the company’s attendance and punctuality standards.
• Ability to work overtime as needed.
• Use miscellaneous office equipment (ex: calculators, computers, copiers, etc.).

Environmental and Safety Considerations:

This position operates in a professional office environment with occasional exposure to warehouse environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

People Interface:

The position requires contact with people in many departments, including production, supply chain, and PVD Coatings.

Decision Making:

The position requires working from detailed instructions as well as the use of judgment to plan and perform general decisions to solve a problem or select a course of action for a standard or recognized method of operation.

Supervision Received:

Under general supervision of the Customer Service Manager, assignments are both task-oriented and objective-oriented. Follows established procedures for routine work; receives specific instruction on non-routine problems.

Accountabilities:

After adequate training, the position requires a level of accountability to complete tasks as scheduled.

Education and Experience:

• The minimum educational requirement to successfully perform this position is a high school diploma or G.E.D. certificate.
• At least six (6) months of customer service experience.
• Proficiency in Microsoft Windows and all Microsoft Office applications.
• Experience in a manufacturing environment is a plus.
• Experience working with a fully integrated ERP system is a plus.
• Fast paste call center experience

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and bend as necessary. The employee will be required to lift/carry up to ten (10) lbs. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.