Position Overview:

HM Cragg has been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and we show no signs of slowing down. One important factor that has contributed to our continued success is that we are an employee-owned organization which fosters a culture of accountability and collaboration. In addition to competitive compensation and benefits, we also believe in providing their employee-owners opportunities to advance their careers and accelerate their individual growth - both personally and professionally.

The Customer Service Representative (CSR) will be the first point of contact for customers and will act as an interface between the customers and the company for post-sales support. The person in this role will help get customers acquainted with our people, products, services, and resources that are available to them. The CSR will provide customer support as it relates to order entry, order inquiries, shipping information, product information, customer pricing, and be the go to person for all post-sale questions and issues including Collections.

Reporting Relationship: The Customer Service Representative reports to the Controller.

Responsibilities/Accountabilities:

• Adhere to and reinforce customer service policies and procedures
• Perform daily operations including order entry, order inquiry, collections, customer inquiries and return authorizations
• Tracking and reporting of relevant data to determine customer service outputs and other business results
• Strengthen customer relationships through demonstrating excellent customer service skills including fast response time
• Provide product or service information to assist customers in making buying decisions
• Assist outside and inside sales team as needed; this may include lead generation, offering product upgrades, or providing training to customers on the Insider
• Handle customer complaints; escalate as appropriate
• Responsible for collections of customer's outstanding AR balances
• Ensure compliance with sales tax procedures
• Understand and adhere to customer pricing levels
• Collaborate with shipping to ensure both groups are working together and following proper procedures
• Assist with answering company phones and handling customer service calls
• Work with suppliers to provide shipping information to customers
• Perform other duties and projects as assigned

Skills/Knowledge:

• Excellent communication and interpersonal skills
• Customer service focus
• Excellent listening and problem-solving skills
• Excellent planning and organizing skills
• Experience working in a help desk environment
• Patience, confidence, and tact while dealing with complex issues
• Ability to quickly adapt to changes in priority
• Ability to work independently

Personal Attributes:

• Demonstrates honesty and integrity in work and relationships
• Demonstrates servant leadership principles with internal and external customers
• Demonstrates innovation/creativity in work
• Possesses strong work ethic and takes ownership of both company and client goals/objectives
• Focused on understanding, meeting, and exceeding customer expectations
• Focused on collaboration and teamwork for the mutual success of the company and its employees

Travel Expectations: Limited travel

Qualifications:

• High school diploma or equivalent
• 2-4 years customer service experience
• Knowledge of customer service principles and practices
• UPS product knowledge is preferred
• IFS or similar ERP system experience is preferred
• Proficient in using Microsoft Suite of products including Excel, Word, and PowerPoint.
• Proven written and oral presentation skills

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. HM Cragg reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

HM Cragg offers equal employment opportunities to all based upon individual merit and without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, veteran status, disability, marital status, age or any other protected c