Customer Service Representative

LSA Classification

Nonexempt

Salary Range

The salary range for this position is $18.75 – $20.50 per hour. The specific salary/payrate offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s experience, their education, and the work location.

Hours/Days

8:00am-5:00pm / Monday - Friday

Reports to

Customer Service Manager

Summary/objective

Established in 1906, Hill & Markes is a family focused and operated industry leader in wholesale distribution of food service, janitorial, industrial packaging, and office supplies. We are a company where there is no bureaucracy which means our employees are not just another number, everyone is included and has a voice. Our continued success is driven by hiring great people, empowering them to make decisions, and rewarding them in various ways. Hill & Markes believes that all our employees should possess the following Core Values: Hard Working and Dedication, Reliable, Empathy, Open and Honest, and Respectful. 

Hill & Markes, Inc. is looking for a driven Customer Service Rep with good computer and excel skills to support our both our external customers and internal sales team! This position is responsible for a variety of support activities such as digging into delivery and product issues, suggestive selling, and developing long term relationships with our customer base. In this position you would be part of a team directly impacting the success of our company and welcomed with a dedicated and inclusive environment where you can learn and collaborate with some of the most talented people in the industry.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Submit orders on behalf of customers and sales team. 
• Support customer inquiries through online live chat, phone calls and emails.
• Liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of solutions based on customers’ needs.
• Clearly communicate the progress of orders to internal and external stakeholders.
• Assist with Providing support to Sales Team members in timely issue resolution.
• Provide support to delivery drivers in the aspect of customer service issues.
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or requests in the following areas but not limited to pricing, alternative product options, shipping, inventory status.
• Ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer.
• Help with back-office administration for Customer Service Reps in Level 2 and 3.
• Review reports on behalf of Customer Service Representatives in Level 2 and 3.
• Support Customer Service Reps in Level 2 and 3 by researching client questions such as price quotes, product availability and more.
• Shadow and learn from mentors on Customer Service team.
• Cross train with receptionist to be able to cover receptionist role when necessary.
• Grow and build an individual knowledge base of Hill and Markes operations, mission, goals, and business.
• Develop skills to use CSR system effectively and efficiently.
• Serve as back up for others as needed or as assigned by supervisor.

Other duties

• Please note 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.

Competencies

• Comfort and timeliness in communicating via phone and email. 
• Great written communication skills and basic math skills as it relates to pricing and billing.
• Excellent attention to detail.
• Basic Excel skills.
• Data and research focused.
• Ability to multitask and switch tasks based on changing priorities.
• Excellent interpersonal and communication skills.
• Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes.

Supervisory responsibilities

• None

Work environment

• Professional office setting

Physical demands

• Long periods of sitting

Travel required

• None

Required education and experience

• Associates Degree with 0-1 year experience OR High School Diploma or GED with 2-3 years of relative experience 
• Data entry experience 
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.

Preferred education and experience

• Associates Degree 

Work authorization/security clearance requirements

• None

Affirmative Action/EEO statement

Hill & Markes Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Hill & Markes Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Hill & Markes Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Hill & Markes employees to perform their job duties may result in discipline up to and including discharge.