Location: Salt Lake City,UT, USA
**Customer Service Representative**
Salt Lake City, UT **HOJ Dock & Door** is a leader in the material handling industry and is currently seeking outstanding candidates for a **Customer Service Representative.** The primary function of this position is to provide outstanding and proactive service to HOJ customers by fully evaluating and investigating customer needs, concerns and offer solutions to their needs. The CSR will help promote the sale of maintenance contracts, parts, and other service for commercial and industrial overhead doors, dock levelers and other material handlingequipment.
HOJ Dock & Door services is an integral part of a larger engineering and material handling company, HOJ Innovations. We started out 55 + years ago as an engineering-driven family business with a mission to change the industry. Known as the intermountain leader in material handling services, Hoj offers total warehouse solutions from custom engineering to fabrication, installation, and maintenance. As we continue to grow and extend the boundaries of modern material handling and logistics, you will have the opportunity to develop a career in this rapidly expanding field. Hoj Innovations is a very team oriented and customer driven company culture. We work hard together and when you are here, you feel like family.
We believe exceptional results are achieved by exceptional people doing exceptional things. As a HOJ team member, you will be responsible for promoting our vision, cultural values, and safety guidelines while supporting all that has made HOJ a leader in the material handling equipment and service industry. To find out more about our company and what we do, visit our website at . We look forward to hearing from you!
**Essential Duties and Responsibilities:**
* Maintain a high level of professionalism with customer and work to establish a positive relationship with every customer.
* Proactively call customers to advise on delays or potential issues with orders as well as to confirm receipt of product or parts. Additionally, must conduct targeted order and service satisfaction calls with customers as a follow-up to installs or completed maintenance repairs to increase customer satisfaction and retention.
* Act as a primary customer contact for all product support needs by working directly with the service managers, technicians, and parts staff.
* Work with Service and Installation Team members to understand the source of product issues and to develop & provide technical solutions to allow customers to resolve product issues in the field.
* Consistently maintain the highest standards in serving the customers needs, including but not limited to, handling customer issues and complaints.
* Provide quick and effective solutions for customer problems responding to each issue in a timely manner. Responses should be provided both verbally and in writing as appropriate.
* Assist other technicians to diagnose problems, provide solutions and carry out required work.
* Regularly coordinate with the service scheduler on problem solving and required parts.
* Assist with the training & development of new & existing employees on the service and installation team.
* Pursue new business and develop key existing accounts by visiting customer facilities or contacting by phone.
* Promote and sale Planned Maintenance (PM) contracts on overhead doors and equipment.
* Generate leads for service or equipment/device upgrades.
* Promotes service and product features to customers, quotes prices and credit terms, and prepares sales orders for orders obtained.
* Tracks equipment orders sold for potential preventative maintenance, service, or aftermarket sales.
* Work with salespeople, operations managers, and service technicians regarding PM issues (questions on pricing, problems, etc.)
* Submits weekly activity/call reports concerning customer-related activities for quotes, orders, new business, and problems concerning customer/vendor relationships.
* Monitor delinquent PMs and assist with problem accounts.
* Consult & problem solve to enhance the Companys position in existing & target accounts.
* Implements strategic sales plans to accommodate corporate goals.
* Additional responsibilities as assigned.
**Educational Requirements:**
Associates degree in business or related discipline required; Bachelors degree preferred. Significant industry and work experience may be considered in lieu of degree.
**Skills and Qualifications:**
* Requires 2-5 years of work experience in customer service; inside sales experience a plus, preferably in construction-related industry.
* Ability to remain professional and courteous with customer at all times.
* Business savvy with customer service focus
* Strong work ethic, team player and positive attitude
* Must possess computer proficiency in MS Office (Microsoft Word, Excel, and Outlook).
* Mechanically Inclined
* Good communication
* Strong work ethic, team player and positive attitude
* Comfortable with heights (ladders & lifts)
* Strong safety mindset
* Experience in a Service/Installation Industry considered an asset
* Experience in related trades or construction
* Relevant safety training and tickets are an asset (such as OSSA Fall Protection, OSSA Elevated Work Platform, Standard First Aid, CSTS, BSO)
* Experience servicing/installing overhead doors is strongly preferred
* Must be a self-starter with good time management, planning, and organizational skills with a commitment to detail
* Must have a valid drivers license with a good driving record
* Must have U.S. Work Authorization
* Must be able to pass background checks and random drug screenings
**Benefits Offered:**
* Competitive base salary
* Comprehensive total compensation program profit sharing bonuses
* Paid Holidays and Paid Time Off
* Excellent insurance benefits including medical, dental, vision, life, and short-term disability
* Generous employer dollar match to HSA and 401k Retirement Accounts
* Dedicated to a military friendly environment (Veterans are highly encouraged to apply)
* Company-wide commitment to promoting a strong work/life balance
Come be a part of our success! To learn more about what we do visit us at:
* Our Website:
* Our YouTube page: www.youtube.com/c/HojEngineeringSalesCoIncSaltLakeCity
* Our Facebook page: www.facebook.com/HojInnovations
Job Type: Full-Time, M-F (8:00 a.m. 5:00 p.m.)
Salary: Depends on Experience
Experience: Relevant 3 years (Preferred)
License: Valid Drivers License (Required)
Work Authorization: United States (Required)
HOJ Innovations is an equal employment opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.