Job Description

CUSTOMER SERVICE & INSIDE SALES REPRESENTATIVE

Join Hornet’s first-in-class service team as the face (and voice) of our company and the customer-facing champion of Hornet’s mission and values! If you enjoy providing empathetic, patient, and resourceful assistance and problem-solving to internal and external customers, leaving them feeling taken care of, then this job is one you’ll excel in and find rewarding. Our ideal candidate has a minimum of a high school education, has impeccable oral and written communication skills, is extremely technically savvy and efficient with varied task-based work and can see a request through to the finish with follow-up to ensure satisfaction.

THE ROLE

Hornet Cutting Systems, LLC, is a proudly American-owned and Valley Center, KS-based, integrated OEM manufacturing business of exclusively American-made cutting machines with 25-35 employees that sells machines worldwide. Hornet is seeking an organized, helpful, and positive customer service specialist who enjoys working with customers, solving challenges, knowing they are the first and last contact a customer has with the Company. This person takes pride in their ability to meet a customer’s or coworker’s needs, enjoys people, can remain calm and professional with frustrated customers, and above all, takes the extra step for customers. The Customer Service Specialist provides a seamless and impeccable customer experience from start to finish by ensuring service customer needs are met by taking phone calls, providing data entry, email, and phone communication, taking orders, and supporting both the internal service department, inside sales, and outside customers.

THE HOURS

7:30 AM-4:30 PM with two paid 15-minute breaks and a 1-hour lunch break.

THE PAY

This is an hourly, non-exempt position. As such, this role is paid time-and-a-half for all hours worked over 40 each week. whether few or many hours are worked.
Starting salary based on experience, skill, and education.
Opportunities for inside sales bonus-based incentives.

WHY CHOOSE HORNET CUTTING SYSTEMS

Values-driven company

o Mission First

o People Always

o Riase the Bar

o Take Ownership

Small town “family” oriented environment.
Opportunity to actively participate in multiple disciplines of company – make your own impact.

THE BENEFITS

Competitive compensation.
Performance bonus plan.
Retirement plan with Company matching.
Core insurance offerings: Dental, Health, Life, and Vision
Supplemental insurance offerings: cancer, hospital, accident, short-term disability
Employee assistance program

ROLE REPORTS TO

Directly: Service Manager
Indirectly: Ops Manager

ROLE COLLABORATES WITH

Service Team
Supply Chain & Logistics Team
Accounting

ROLE SUPPORTS

Service
Sales
Operations

THE COMPANY

HCS (www.hornetcs.com) designs, manufactures, and distributes CNC controlled oxy-fuel, plasma and waterjet cutting machines out of our Valley Center, KS facility. The company started in 2003 and has become one of the leading plasmas cutting machine OEM’s in North America through innovation and customer centric business model. HCS has experienced very steady growth of its deployed equipment base over the last 20 years.

MAJOR JOB RESPONSIBILITIES/ACCOUNTABILITIES

Track and manage the service process from start to finish.
Reconcile service orders with field service techs, determining billable hours, travel-related charges, and parts ordered/used.
Track parts used during preventative maintenance service and installations.
Maintain workflow by monitoring steps of the process to meet customers’ expectations and deadlines.
Effectively triage and prioritize customer needs and plan, coordinate, and execute departmental workflow accordingly.
Provide quotes to and take orders, exchanges, and returns from customers for all service-related parts.
Provide primary phone coverage for the parts and service department during working hours.
Meet the needs of internal and external customers.
Maintain and foster a team environment, by helping other team members meet their objectives, and being on-time and ready to perform scheduled and assigned roles responsibly.
Guide each customer’s service experience well, from start to finish.
Sell and quote preventative maintenance and service.
Sell and quote aftermarket parts.

REQUIREMENTS

Impeccable oral and written communication with pleasant vocal and written tone
Strong computer literacy and technologically savvy
Patient and helpful
Efficient with varied task-based work
Sees every issue through to the end
Follows up to ensure completion and satisfaction

IDEAL CANDIDATE PROFILE

High school or college degree.
Experience providing phone-based customer assistance.
ERP software experience
Order entry experience
Fluent in Microsoft Office (Word, PowerPoint, Outlook, and Excel)
Positive attitude.
Excellent customer-facing skills, including adaptability, empathy, patience, self-control, clear communication skills, effective listening, and taking responsibility.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits: