CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative

Job Title Customer Service Representative Job # US14908 Requisition Type Regular Function Sales State / Province Pennsylvania City Lititz Region US Posting Start Date Jul-19-2021 Division Information

The Hardware and Home Improvement (HHI) business of Spectrum Brands is a major manufacturer and supplier of residential locksets, residential builders' hardware, faucets, and commercial locksets and doors, with a portfolio of renowned brands, including Kwikset, Weiser, Baldwin, National Hardware, Stanley, FANAL, Pfister, EZSET, and Tell.

HHI is a leader in its key markets with #1 positions in U.S. residential locksets (Kwikset), Canada residential locksets (Weiser), U.

S. luxury locksets (Baldwin), and U.S. builders' hardware (Stanley-National Hardware), #2 in Mexico residential hardware (Fanal), #3 in U.

S. retail plumbing (Pfister), and #1 in U.S. retail commercial locksets. Headquartered in Orange County, California, HHI has a global sales force and operates manufacturing and distribution facilities in the U.

S., Canada, Mexico and Asia.

Job Summary

The Account Representative is the primary touch point for Tell Manufacturing customers. Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Provides pricing and quotes to customers recommending solutions from a broad range of products. Provide technical support for installation and general problem resolution.

Manages and maintains new and existing relationships for our Clients.

THIS ROLE WILL PROVIDE FLEXIBILITY TO BE IN THE OFFICE AT LEAST 2 DAYS A WEEK AND OTHER DAYS CAN BE WORKED FROM A DECIDED HOME OFFICE.

Primary Duties & Responsibilities

30%) Primary touch point with all Tell Manufacturing clients by telephone, e-mail, or in person to provide information about products, to take or enter orders, cancel orders, or obtain details of customer complaints.

Develops strong business relationships with customers to provide a value beyond the customers expectations.

25%) Submits orders by referring to price lists and product literature. Provides quotes / estimates for customers based on blueprints and other documentation.

Convey product features and benefits; provides sale terms and delivery schedule. Supporting Sales team to close out the deals.

• 10%) Provides technical support, i.e., how to install door closers, locks, panic devices, and to re-key a lock or remove a cylinder.
• 10%) Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. Resolve customer issues and refer unresolved customer grievances to designated departments for further investigation.
• 5%) Researches special product orders for outside sales staff and representatives and works with procurement staff to source and price the product.
• 5%) Keeps records of customer interactions or transactions, recording details of inquiries, problems, or comments, as well as actions taken.

Tracks orders in the system to ensure timely delivery.

• 5%) Prepare RMAs (Return Material Authorizations) after comparing disputed merchandise or shipping issues with original order and invoice.
• 5%) Maintains professional and technical knowledge by attending workshops, reviewing professional publications, and establishing personal networks.
• 5%) Writes, edits, and supports the development of new sales materials, and customer communication where needed.
• Performs other duties and / or projects as assigned by Manager.

Education and Experience Profile

High School Diploma, GED certificate, or Associates degree or two years of equivalent experience

Required Skills

• Two (2) to five (5) years of sales / customer service experience is required.
• Must have expert level written and verbal communication skills.
• Have a strong reasoning and organizational skills and the ability to prioritize tasks.
• Proficiency in MS Office.
• Ability to work independently, as well as, work well with all levels of staff and outside customers, strong decision making ability and attention to detail.

Work Environment

THIS ROLE WILL PROVIDE FLEXIBILITY TO BE IN THE OFFICE AT LEAST 2 DAYS A WEEK AND OTHER DAYS CAN BE WORKED FROM A DECIDED HOME OFFICE.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job / classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Spectrum Brands is an Equal Employment Opportunity / Affirmative Action employer.

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