|Fort Collins, CO|
Responsible for providing world class customer service to all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs. She/he is the “face” of Forney Industries on a daily basis and it involves daily problem solving to provide the customers with the best experience in support of the Brand.
Essential Duties and Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
High school diploma or GED equivalent; or three years’ related experience and/or training; or equivalent combination of education and training. Knowledge of and familiarity with Social Media applications, understanding how to use these applications in a business environment
Ability to read and understand instructions. Ability to follow, understand and assess established policies and procedures. Ability to converse with customers/sales personnel in person and through telephone conversations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to effectively communicate with customers and co-workers via email and instant messaging, in a clear, concise and comprehensive way
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to interpret a variety of instructions furnished in written, oral, diagram or virtual on-line classroom. Must be a self-starter and able to perform tasks without direct supervision. Demonstrates accuracy and thoroughness and monitors own work to ensure quality. Maintains strict confidentiality at all times.
Other Skills and Abilities:
· Must be able to maintain strict confidentiality at all times
Key Performance Indicators:
· First call answered rate above 90%
· Successful creation and updating of procedures
· Be a positive contributor to the achievement of assigned departmental sales targets/goals.
While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision and peripheral vision.
The work environment is a traditional office setting with the occasional need to perform duties in a warehouse/packaging/distribution environment and occasionally be exposed to fumes or airborne particles, risk of electrical shock and vibration. The noise level in the work environment is usually low to moderate. Office dress is business casual.