Customer Service Representative at Herculite Products, Inc. – Emigsville, Pennsylvania

Voted one of the Best Places to Work in PA for the last 3 years!

Your career begins here!

Join our team and make a difference!

We are looking for talented people who are inspired to be the heart of our industry.

Real work. Real impact.

Are you looking for an employer where you belong?

Or a new "home" where you can have career growth?

Are you looking for an employer who cares about our people and appreciates their hard work?

If so, Herculite is for you!

Why Join Us?

• Structured Training Program Giving You More Control of Your Advancement
• Health, Dental, Vision, HSA, Dependent Care Account, Life Insurance, Short & Long-Term Disability, Aflac, Pet Insurance, Reimbursement and Discount Programs, and Employee Assistance Program
• 401k Plan With Company Match
• Excellent Paid Time Off & Holiday Pay
• We Care About Our Associates!!

We are currently looking for a Customer Service Representative to establish and maintain positive, successful relationships with our customers on behalf of our company. You’ll strive to ensure our customers are satisfied through courteous interactions, responsiveness and follow-up. A great Customer Service Rep is reliable and able to work with attention to detail and a positive disposition. Training is a good way to improve your skillset, so you should have willingness to learn, improve and grow. Being a team player is essential since all tasks will require close collaboration with co-workers. The goal will be to ensure a world-class experience for our customers.

• Handle inbound calls, emails, and chat inquiries from customers.
• Assist customers with placing orders, processing returns and managing account information.
• Address and resolve customer complaints in a professional and courteous manner.
• Identify and troubleshoot order issues, escalating to next level support or other departments as needed.
• Accurately document customer interactions and details of inquiries and complaints in Syteline.
• Write customer RMAs and enter complaints into the CCAF database.
• Proactively identify and pursue sales opportunities with existing and potential customers in conjunction with outside sales team.
• Upsell and cross-sell products and services based on customer needs and company offerings.
• Generate and qualify leads through inbound and outbound communication in conjunction with outside sales team.
• Prepare and deliver product quotations and follow-up to close sales.
• Maintain knowledge of new products and market trends to effectively position offerings.
• Collaborate with Regional Sales Managers to support larger sales initiatives.
• Work in partnership with Outside Sales to achieve sales plan.
• Support Sales Reps and National Account Managers
• Interact with shipping daily to ensure orders are shipped on time and expedited, as needed.
• Follow department and company safety regulations at all times
• Perform all other duties, as assigned.

• High school diploma or equivalent required. College degree preferred.
• 5+ years’ experience in inside sales or customer service, preferably in a manufacturing environment.
• Excellent verbal and written communications skills.
• Willingness to participate in continuous learning to improve customer service skills.
• Intermediate computer skills, including CRM software and MS Office Suite.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Must be a team player with the ability to maintain a cooperative and respectful attitude.
• Patience and empathy in handling customer interactions.
• Ability to remain calm under pressure and handle difficult situations professionally.