Customer Service Representative

Job Description

WHERE YOU WILL WORK

Hybrid role, Monday and Friday remote work from home, and Tuesday through Thursday onsite in our ClosetMaid Ocala, FL manufacturing facility.

Work schedule: 9:00AM-6:00PM

WHO YOU ARE

As our Customer Service Representative, your work will be in one of our focal areas based on your experience and interest.

Consumer Support Role- Mainly manage calls, emails and live chat to support consumers.

You will be responsible for account management by providing pre and post-sales support. You will ensure customers have the correct information in terms of product, pricing, availability and lead time. You will respond to customer inquiries on purchase order status, delivery schedule, claims and returns. You will work closely with different departments to assist customer needs accurately.

WHERE YOU WILL WORK

In our ClosetMaid Ocala facility. A 600,000 square feet manufacturing and distribution facility.

RESPONSIBILITIES

Monitor daily open orders and ensure timely shipment.

Make decision based on data to process orders based on current inventory levels.

Maintain accurate and updated customer information in the system.

Assist with customer inquiries.

Coordinate with Outside Sales & Data Analyst on customer account and pricing updates.

Responsible for order management by ensuring accuracy in order processing and scheduling, to meet deadlines and shipping timelines (manual or automated).

Prioritize expedited orders and shipments, priority accounts and activities.

Coordinate with departments regarding production control and inventory.

Release the orders into the system and ensure accuracy of the inputted data.

Process return authorization according to company policy based on information gathered from customers.

Documentation, archiving, and auditing of orders, correspondence, and information.

REQUIREMENTS

High School Diploma or GED a must.

1-2 years of experience in customer interface, or customer service.

Must be very comfortable using technology, internet and computer navigation.

Preferred experience with Customer Database system or Order management system.

Microsoft Office 365 experience- SharePoint, Excel, Word and Outlook.

Strong verbal and written communication.

Ability to build rapport over the phone and have a customer focused mentality.

Thrive in a fast-paced team environment.

Stay calm under stressful situations.

Attention to detail and accuracy.

Strong problem solving and investigation skills.

Data entry experience on personal computers.

Experience in providing order status to customers a plus.

Experience in performing order entry functions a plus.

Working knowledge of manufacturing or retail processes a plus.

Environmental/Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. This position is located primarily in an office environment. The representative is required to sit for long periods of time. While performing the duties of this job, the representative may need the ability to lift and carry loads up to 20 pounds. Upon occasion, the representative may be exposed to a manufacturing environment and required to wear personal protective equipment.

WHY JOIN THE AMES COMPANIES

Our employees are our greatest assets, that is why we provide excellent comprehensive benefits for Full time positions.

Medical Dental Vision 401(k) Life Insurance Disability (STD/LTD) Caregiving Support Critical Illness Hospital and Accident Coverage Employee Assistance Program Telehealth Wellness Paid Holidays Vacation Days Employee Stock Option Plan Tuition Reimbursement Identity Theft Protection Pet Insurance Health Case Management, and much more.

We are environmentally conscious and responsible, proud supporters of local and national charities, and provide immense growth opportunity!

WHO WE ARE

The AMES Companies, has a rich history of American manufacturing. The AMES story goes back to 1774, making America’s first shovels. AMES® brand is the third oldest consumer brand in the country, and its tools have literally helped build America. Our business lines include Home Organization, Lawn and Garden Tools, Outdoor Living, and Cleaning Tools, with leading global brands.

Our leading brands include ClosetMaid®, AMES®, True Temper®, Razor-Back®, Jackson®, Southern Patio® and Harper®. We are a business unit of Griffon Corporation (NYSE: GFF)

WEBSITE:

Work Authorization

The Ames Companies will only employ those who are legally authorized to work in the United States.

Equal Opportunity Employer

The AMES Companies, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by contacting Human Resources at or by sending an email to to make appropriate arrangements.