Job Title: Home Center Customer Service Representative
Pay & FSLA Status: Competitive Compensation, D.O.E. + commission; Hourly non-exempt
Regular Schedule & Shift: Monday - Friday; Day shift
Regular Weekly Hours: Full-time/40 hours per week (overtime as needed)
Paid Time Off (PTO): 80 hours accrued year 1; 120 hours accrued annually after year 1
Paid Sick Time: 40 hours annually
Management Position: No
Branch Location: Wilsonville, OR
POSITION SUMMARY:
Under the direction of the Home Center Customer Service Manager, the Home Center Customer Service Representative is responsible for managing and supporting retail accounts. This role involves close collaboration with the outside sales team to maintain and strengthen customer relationships, provide exceptional service, and contribute to sales growth within an established territory. The representative will also assist in identifying opportunities for business development, ensuring seamless communication between customers, the sales team, and internal departments to ensure and support ongoing success.
OrePac Building Products seeks dynamic individuals who exemplify excellence in quality, trust, value, and service. Our ideal candidate for this position is a highly accountable team and customer service oriented individual with a positive attitude and the ability to work independently.
COMPENSATION & BENEFITS PACKAGE:
Competitive compensation, D.O.E. + opportunities for quarterly/annual performance bonuses based on branch/company/employee performance + annual reviews with opportunities for pay increases based on employee performance.
Medical, dental, and vision insurance up to 70% paid by OrePac.
FREE Informed Health Line and Health Advocates.
Health Spending Account (HSA) available with up to $1,000 annual OrePac contribution.
Flexible Spending Account (FSA) available.
FREE Employee Assistance Program (EAP).
FREE life and Long-Term Disability (LTD) insurance.
Short-Term Disability (STD) insurance available.
Accident, Hospital Indemnity, and Critical Illness plans available.
401K with up to 3% OrePac contribution.
Paid time off (PTO) as specified above.
Paid sick time as specified above.
7 paid holidays annually.
FREE gym membership.
Employee discount.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Customer Relationship Management: Build and maintain positive relationships with both new and assigned customer accounts, ensuring their needs are met and that they feel valued and supported.
Product & Service Knowledge: Develop and maintain a comprehensive understanding of retail products, pricing structure, services, and any new offerings, providing accurate information to customers.
Sales Follow-Up: Follow up on all quotes to ensure customer satisfaction and explore opportunities to convert quotes into finalized sales.
Introduce New Products & Services: Proactively introduce new product offerings and services to customers, providing solutions that address their needs and challenges.
Training & Development: Actively engage in training sessions, team meetings, and skill-building activities to enhance product knowledge and customer service skills.
Order Management: Serve as the front line for all retail orders, ensuring the warehouse receives clean and accurate orders. Consistently monitor order statuses and collaborate with relevant teams to address any changes, cancellations, or adjustments promptly.
Issue Resolution: Address and resolve customer issues, including delivery errors, short shipments, and returns of damaged products. Ensure a seamless customer experience.
Sales Support: Assist in creating and presenting sales proposals, providing relevant materials such as brochures, samples, price lists, and other marketing resources to support customer needs.
Cross-Department Collaboration: Work closely with internal teams (including commercial staff and office support personnel) across various locations to ensure efficient service delivery.
Continuous Improvement: Support the development of team members by sharing knowledge and encouraging professional growth within the team.
System Knowledge: Gain a thorough and comprehensive knowledge of retail systems. Assist retail associates with quotes, orders, and related transactions.
REQUIRED SKILLS:
Knowledge base in building materials is preferred. Specific knowledge of doors especially appreciated.
Highly energetic and able to work in a fast-paced, self-directed environment.
Commitment to and demonstration of high ethical standards governing professional behavior and interactions.
Strong customer service orientation.
Excellent communication skills. Ability to speak effectively before groups of people, including customers, employees, and/or members of leadership. Ability to communicate professionally, clearly, and concisely in written and verbal formats.
Reasoned decision-making, problem resolution, and creative thinking skills.
Excellent telephone personality skills.
Proven proficiency in the use of a personal computer accompanied by a strong aptitude for technical applications.
Excellent time management and organizational skills.
Aptitude to develop knowledge of the building materials industry within a given market.
Ability to develop strong interpersonal working relationships and work in a team environment.
Ability to read, analyze and interpret general business periodicals, safety rules, professional journals, and technical procedures.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply basic concepts of algebra and geometry.
Ability to carry out instructions furnished in written, oral, or diagram form.
Ability to solve problems involving several concrete variables in standardized situations.
REQUIRED EDUCATION & EXPERIENCE:
Bachelor's degree in any field.
3-5 years of customer service experience.
Supervisory or management experience is preferred, but not required.
Any combination of education, training, or experience that demonstrates the ability to perform the duties of the position will be accepted in place of the education and/or experience requirements listed for this role.
PHYSICAL DEMANDS:
Regularly required to see, talk, and hear. Specific vision abilities required by this job include close vision and ability to adjust focus.
Ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
WORK ENVIRONMENT:
This position operates in a professional office environment.
The noise level in the work environment is generally quiet.
This position routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones.
DRESS CODE:
All employees are expected to wear clothing appropriate for the nature of OrePac business and the @type of work being performed. Clothing should be neat, clean, and tasteful.
SAFETY DUTIES & RESPONSIBILITIES:
Report all incidents and accidents to one's immediate supervisor within 24 hours.
Maintain the work area in a safe and healthful condition.
Report, and whenever possible correct, unsafe working conditions to branch leadership.
Operate vehicles while in the course of employment in a safe and lawful manner.
Provide assistance to reduce or eliminate workplace hazards.
Comply with company drug testing policies and procedures.
Comply with company Personal Protective Equipment (PPE) policies. OrePac will provide required PPE to employees.
OREPAC HISTORY & CULTURE:
Founded by the Hart family in 1977, OrePac is a family-owned and operated wholesale building materials supplier providing product, sales, and technology solutions to the shelter industry.
At OrePac we value trust, integrity, and a dedication to excellence. That commitment can be found in the services we offer, the quality of the products we provide, and the way we treat our employees and customers. This dedication to our markets has enabled us to make a positive impact on the shelter industry and the communities we serve.
Our vision is to create trusted partnerships by providing quality products and maintaining strong relationships through unmatched service, operations, and logistics. Our mission: Make Complicated Simple.
LEGAL STATEMENTS:
OrePac provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, OrePac complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
This job description is not intended to contain a comprehensive list 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.
Regularly scheduled workdays, hours, and shifts are described above. Shift availability may vary. Hours may need to be extended or adjusted at any time, with or without notice, to meet the needs of the organization.
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The required skills, education, experience, and physical demands listed above are representative of the minimum knowledge, skills, and/or abilities required to perform the essential functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job.
OrePac supports a safe and drug-free workplace. OrePac may administer a pre-employment background check and/or drug-screen, as well as random and/or reasonable suspicion drug-screens during employment.
Employees are required to perform safety duties and responsibilities in accordance with acceptable and safe work procedures. OrePac's safety policy requires the use of Personal Protective Equipment (PPE) in designated safety-sensitive areas while on OrePac property. OrePac employees who handle or deliver OrePac products while not on OrePac property are required to adhere to OrePac's safety policy and use the required PPE necessary for their specific role.
The dress code described above is representative of what an employee must wear while performing the duties of this position. Individual branches may issue more specific guidelines than what is outlined below. Reasonable accommodations may be made for individuals with religious beliefs, observances, or practices related to the dress code.
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