CUSTOMER SERVICE REPRESENTATIVE – Advanced Hardware

Job Overview
All company positions include the role of customer service. With that as priority, the Advanced Customer Service Representative (CSR II) participates in all Basic Customer Service(CSR I) activities (see Customer Service Representative, Basic – Hardware Store) with a priority on customer service.

Product knowledge, experience, and excellence in customer service make the CSR II the preferred team member for providing direct service to our customers. Maximizing time spent serving customers, the CSR II also guides and assists CSR I personnel in their basic retail functions and in their efforts to provide customer service to our customers. Responsibilities

Responsibilities and Duties

• Monitor store conditions and uphold standards including facilitation of timely execution of established maintenance routines.
• Monitor merchandising conditions and uphold standards including facilitation of maintenance of existing merchandising sets.
• Planning and execution of new merchandising sets • Monitor and facilitate staging of orders for customer pick-up
• Purchase order placement and receiving of replenishment and special orders
• Monitor receipt of Special Order and replenishment orders and uphold standards for receiving including facilitation of timely execution of established receiving routines.
• Participate in maintaining inventory accuracy including physical inventory counts and adjustments
• Lead in store sign-up and execution of loyalty program initiatives throughout the store.
• Store opening and store closing responsibilities with the designation of key holder
• Assuming pass-off from CSR I personnel of more complex checkout issues
• On the job training of CSR I personnel
• Ongoing personal skill and knowledge advancement, including travel to off-site events.
• All other duties assigned.

Qualifications

Education: High school diploma or general education degree (GED).
Experience: Minimum one (1) year of similar customer service experience or equivalent.

Skills, Knowledge, and Abilities:

• Ability to effectively present information in one-on-one and small group situations.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to carry out detailed but uninvolved written or oral instructions.
• Good interpersonal, communication and customer service skills.
• Mastery of CSR I Skills, Knowledge, and abilities; see CSR I description.
• Advanced knowledge and skill in at least one hardware department, and general knowledge and skill in multiple hardware departments.
• Master of CSR I level Epicor Eagle Point of Sale operating skills, with more advanced competency in cashier, sales clerk, and inventory functions.
• Basic competency in equipment rental process & procedure
• Ability to work independently in providing some or all of the customary hardware store services; paint mixing, color matching, key cutting, measure and cut bulk products, window & screen repair, small engine maintenance or repair, lock re-keying, pipe threading, parcel shipments such as UPS, pool water testing, plant care, carpet cleaner rental, small appliance repair, and more.
• Proficiency in the use of multiple vendor provided catalogs and ordering systems, most of which are online resources.
• Some supervisory experience a plus.

Physical Demands:

• Ability to stand and walk.
• Manual dexterity.
• Ability to talk and hear.
• Ability to sit, climb or balance, stoop, kneel, crouch, or crawl.
• Regularly lift and/or move up to 40 pounds.
• Close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.