R.S. Hughes Co., Inc.
Customer Support Representative - Saunders Conversion Division
R.S. Hughes Co., Inc., Azusa, California, United States, 91702
Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism — and we treat our employees like the valuable assets they are.Since 1959, Saunders has been proudly serving our customers with an exceptional level of personalized customer care that just can’t be beat. We specialize in providing our customers with solutions that are tailored to each of their specific needs. Thanks to our innovative and diversified manufacturing team, we can provide die-cutting, laminating, slitting, packaging, assembly, and other manufacturing solutions to our customers at highly competitive industry rates.We understand that the needs of our customers are constantly evolving. As demands from our customers grew, we knew we needed to evolve ourselves. So, we partnered with R.S. Hughes which has enabled us to better serve each and every one of our customers. Thanks to this partnership, we can provide our customers with more options for custom-cut materials, furthering our solution finding capabilities. In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!Position Description
The Customer Support Representative will be responsible for handling a high-volume of orders and phone inquiries from Saunders customers and Outside Sales Reps, regarding pricing, availability, and delivery logistics. This position will include order entry, refreshing of pricing, general customer inquiries, and leveraging all available resources to meet customer expectations while creating a positive customer experience.This role is expected to adhere to all company policies and safety protocols.Key Competencies Required to be Successful as a Customer Service Representative
Guide and process high volume of customer orders and inquiries in a fast-paced environment using world-class technology.Proficient in contract review.Requoting existing business to reflect any raw material or labor pricing changes.Provide internal support to assigned Sales Representatives regarding any customer problems, complaints, or requests.Solve customer problems and find best possible solutions.Handle complaints within established guidelines and initiate appropriate follow-up and response.Track orders/trace deliveries that customers have not received to determine status of order and expected time arrival.Confirm and document customer complaints, to facilitate smooth/timely transfer of issues to Saunders quality team.Provide knowledgeable answers to questions about products, pricing, and availability.Respond to shipping inquiries and answer order status questions.Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.Proactively communicate in a timely manner with customers about order verification, order status, pricing, and shipment status.Coordinates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.Provide attention to detail while also multitasking to complete the assignments.Support AR/AP team with new customer set-up, and scanning/transmission of physical checks received, as well as any invoices, to corporate.Scanning/filing of all jobs daily.Purchasing of materials and dies.Facilitate Supplier related orders with production, scheduling and update customers.Follow-up with customers on blanket orders and requotes.Perform other job duties as assigned.Education/Certification/Licenses
High School Diploma or GED equivalent.Minimum of 2 years of industry experience, or experience in customer service or phone-based support.Minimum of 1 year experience of data entry.Skills That Will Make You Successful
Must be able to work in the United States without corporate sponsorship now and within the future.Excellent verbal and written communication skills.Excellent data entry skills.Results driven.Detail oriented.Strong problem-solving skills.Ability to work independently with limited supervision.Strong computer and organizational skills.Applicants for all job openings will be considered without regard to race, color, religion, national origin, sex, age (40 and over), sexual orientation, physical or mental disability, medical condition, genetic information, marital status, gender identity, gender expression, military or veteran status or any other basis protected by state, federal or local law. It is the intent of the Company to comply with all applicable federal, state, and local legislation concerning equal opportunity in employment.
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The Customer Support Representative will be responsible for handling a high-volume of orders and phone inquiries from Saunders customers and Outside Sales Reps, regarding pricing, availability, and delivery logistics. This position will include order entry, refreshing of pricing, general customer inquiries, and leveraging all available resources to meet customer expectations while creating a positive customer experience.This role is expected to adhere to all company policies and safety protocols.Key Competencies Required to be Successful as a Customer Service Representative
Guide and process high volume of customer orders and inquiries in a fast-paced environment using world-class technology.Proficient in contract review.Requoting existing business to reflect any raw material or labor pricing changes.Provide internal support to assigned Sales Representatives regarding any customer problems, complaints, or requests.Solve customer problems and find best possible solutions.Handle complaints within established guidelines and initiate appropriate follow-up and response.Track orders/trace deliveries that customers have not received to determine status of order and expected time arrival.Confirm and document customer complaints, to facilitate smooth/timely transfer of issues to Saunders quality team.Provide knowledgeable answers to questions about products, pricing, and availability.Respond to shipping inquiries and answer order status questions.Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.Proactively communicate in a timely manner with customers about order verification, order status, pricing, and shipment status.Coordinates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.Provide attention to detail while also multitasking to complete the assignments.Support AR/AP team with new customer set-up, and scanning/transmission of physical checks received, as well as any invoices, to corporate.Scanning/filing of all jobs daily.Purchasing of materials and dies.Facilitate Supplier related orders with production, scheduling and update customers.Follow-up with customers on blanket orders and requotes.Perform other job duties as assigned.Education/Certification/Licenses
High School Diploma or GED equivalent.Minimum of 2 years of industry experience, or experience in customer service or phone-based support.Minimum of 1 year experience of data entry.Skills That Will Make You Successful
Must be able to work in the United States without corporate sponsorship now and within the future.Excellent verbal and written communication skills.Excellent data entry skills.Results driven.Detail oriented.Strong problem-solving skills.Ability to work independently with limited supervision.Strong computer and organizational skills.Applicants for all job openings will be considered without regard to race, color, religion, national origin, sex, age (40 and over), sexual orientation, physical or mental disability, medical condition, genetic information, marital status, gender identity, gender expression, military or veteran status or any other basis protected by state, federal or local law. It is the intent of the Company to comply with all applicable federal, state, and local legislation concerning equal opportunity in employment.
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