Customer Service Representative

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.

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.