The Hillman Group

International Customer Service Rep

3 months ago
Requisition ID
# of Openings
Category (Portal Searching)
Customer Service/Call Center


Establishes and maintains positive relationships with domestic and international customers and Hillman Field Service staff by receiving and responding to a high volume of telephone requests.



Key Result Areas:

  1. Customer Support – Provide support to both Hillman Customers and Field Service Staff via the phone loop.
    1. Answer incoming calls from call queues within established metrics
    2. Provide order support (placement, tracking, expediting, quote, etc.)
    3. Order entry via phone, fax and email.
    4. Process pickups, damages and issue credits, if applicable
  2. Account Management Support – Provide support to both sales managers and account assistants
    1. Assist account managers and account assistants through order management
    2. Process reset and new store orders
    3. Process Order review holds
  3. Order Management – process order flow by managing error reports and hold screens
    1. Review daily reports for order errors and process accordingly
    2. Review customer service hold screens and process orders according to set guidelines
    3. Determine best route for expediting orders when necessary
    4. Complete all required international documentation for shipment, if applicable
    5. Interface with freight forwarders and/or Customs, if applicable
  4. Product and Merchandising Support – ability to answer questions concerning product application and proper usage and support Field Service staff with display materials.
    1. Quickly answer customer questions concerning product usage and specifications.
    2. Review and know multiple merchandising components by customer to support customer displays.


Personal Leadership

Takes initiative, and follows through on promises; accepts responsibility for mistakes; protects confidentiality; voices disagreement with tact; accepts & implements change.

Internal & External Customer Service

Exhibits cooperative behavior; anticipates customer needs & initiates service in a timely manner; exceeds service expectations at all times.


Communicates verbal & written information in a clear, concise manner; invites contact and listens with respect; responds to voice and email in a timely manner.


Arrives at meetings and appointments on time; interacts well with various personalities; shares resources; supports team decisions; contributes to team projects when asked.

Results Oriented

Possesses current industry & job knowledge; is organized & efficient; demonstrates effective time management & multi-tasking skills; makes decisions in a timely manner.



Associates Degree strongly preferred or equivalent combination of education and experience.



  • 1-3 Years Call Center experience in a fast-paced Distribution or Retail environment is strongly preferred
  • Bi-lingual (Spanish)
  • Preparation of international documentation required
  • General knowledge of hardware industry is preferred
  • Solid working knowledge of ERP systems
  • Experienced in MS Office Suite, Microsoft Office and Microsoft Windows Operating Windows
  • Excellent interpersonal, problem solving and communication skills
  • Able to work with a variety of personalities and maintain composure under stressful conditions
  • Able to work rotating shifts, if applicable


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