Rockler Companies, Inc.
  • Call Center
  • Medina, MN, USA
  • Other

Come work for an industry leader! Rockler Companies, Inc. is a growing national retail, direct mail and publishing organization with retail stores across the U.S. We are one of the largest online resources for woodworkers, and we work tirelessly to bring the industry's most innovative products, thinking and education to our customers. Learn more about our company at www.rockler.com!

Equal Opportunity Employer/Male/Female/Disabled/Veteran

While providing excellent customer service, the Call Center Associate will accurately process customer orders via phone, mail, fax, email, or chat.  In addition the Call Center Associate will successfully use suggestive selling techniques to promote product specials and other related items during phone interactions.

DUTIES TO INCLUDE:

  • Provide outstanding customer service for each and every customer interaction including:
    • Taking orders phone, mail, fax, email, or chat
    • Problem solving orders phone, mail, fax, email, or chat
    • Answering general questions
    • Any other type of customer interaction to phone, mail, fax, email, or chat
  • Process phone, mail and fax orders.
  • Promote increased sales by offering all phone customers the product specials and other related items.
  • Answer telephone calls in a professional and courteous manner. Maintain control of calls and keep focused while multi-tasking to process the order or request as needed.  Being efficient and effective so as to best manage in-coming call workload demands.
  • Discuss technical information with customers and refer more difficult questions to sales/technical service department or Product Manager.
  • Open new company accounts.
  • Actively contribute constructive ideas and input on improvements.
  • May perform other duties as assigned to include internet specialties listed below.
  • Download all web orders following the proper script.
  • Review and release all orders on hold. Making sure all Promotions are handled properly.
  • Foreign orders pull and print order and manually enter as a quote, then e-mail customer with shipping options. Once the customer has responded the order then needs to be re-entered as an actual order.
  • Answer all e-mails within 2-4 hours, e-mail customers with backorders, discontinued merchandise, declined credit cards. Special requests for specific product information for phone customers.
  • Respond to customers on live chat within 1 minute, providing quick responses to solve their issue.
  • Keep daily counts of # of orders, orders on hold, email counts, how many emails sent.
  • Enter all e-mail addresses.
  • Actively contribute constructive ideas and input on improvements and may perform other duties as assigned.

 QUALIFICATIONS:

  • High school diploma or equivalent
  • Excellent customer service skills. One year of customer service experience desired
  • Excellent key-boarding skills
  • Good communication skills
  • Woodworking knowledge a plus.
  • Ability to remain calm and courteous with customers and others in times of stress.
  • Ability to keep call focused while promoting specials and add-on products.
  • Able to successfully multi-task
Rockler Companies, Inc.
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