Job Description

a diverse, growth-oriented, Lean-driven, ISO-Certified manufacturing company is currently seeking an experienced Customer Service Representative to join our team. For additional information about our Company and each of our divisions and our product lines, please visit our websites at www.hamiltonassoc.com, www.elscoguides.com, www.atitest.com, and www.dirtkiller.com.

Elevator Safety Company (ELSCO), a division of Hamilton Associates, Inc., is the leading designer and manufacturer of roller guides and swivel sliding guide shoes used by elevator manufacturers and building contractors worldwide. As a result of our 60 years of success and continuing growth within our industry, ELSCO is recognized as a leader in providing superior, consistent and responsive customer service. To further solidify and strengthen this part of ELSCO's brand promise, the Company is building an organizational culture of teamwork, engagement, learning, and continuous improvement/ innovation.

POSITION OVERVIEW

This is a multi-faceted position in a dynamic environment. With a focus on customer satisfaction, this individual will be expected to process customer orders, respond in a timely fashion to diverse customer inquiries by phone and email, and interact efficiently with internal departments to find information and solutions.

ELSCO provides superior, consistent and responsive customer service. To further solidify and strengthen this part of ELSCO's brand promise, the company is building an organizational culture of teamwork, engagement, learning, and continuous improvement / innovation.

Responsibilities include, but are not limited to:

Customer Service

• Deal directly with ELSCO customers by phone and email. Establish a professional and friendly rapport with ELSCO's customer base.
• Promptly respond to inquiries. Provide pricing and delivery information. Set up new customer accounts.
• Personally respond to customer requests. Communicate and coordinate with other internal departments as needed to respond to customers in a timely manner.
• Record details of customer complaints. Engage designated internal resources. Ensure that complaints are adequately addressed from customer service perspective. Escalate as needed. Process material returns.
• Capture and record all relevant customer information and customer interactions in a Customer Relationship Management (CRM) program.
• Follow up on customer interactions.
• Process basic requests for product recommendations.
• Ensure that technical requests and technical inquiries are promptly routed to Sales.
• Capitalize on, or create opportunities to gather voice of customer (VOC), record and share any notable VOC.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.