About us

Based in Knoxville, TN, Hoffmann Group USA is a wholly-owned subsidiary of The Hoffmann Group, Europe's leading system partner for quality tools. The company offers 70,000 quality tools from 500 of the world's leading manufacturers; including GARANT, Hoffmann's own quality brand. Hoffmann product lines include hand tools, cutting tools, workstations and storage options. Hoffmann Group USA, with an international headquarters in Munich, Germany, combines trading competence with leadership in both manufacturing and service. This combination guarantees reliability in supply, quality and productivity in the tooling sector to more than 135,000 customers. The company, with its worldwide partners, serves major companies as well as medium-sized and small companies in more than 50 countries.

Hoffmann Group USA is looking for a Customer Service Representativefor the Knoxville, TN office. The ideal candidate must have excellent customer service skills, and preferably experience in industrial tooling in an inside or outside sales capacity. You must be comfortable working with customers and external sales staff and able to handle multiple projects in an organized and efficient manner.

Duties and Responsibilities:

Answer customer questions via an online chat function.
Call inactive customers, leads, prospects in assigned territory and assist outside sales in seeking out new customers and sales opportunities.
Working knowledge in tooling with a focus on cutting tools, taps, drills and end mills.
Partner with out sales representatives to provide sales support throughout the sales cycle.
Prepare quotations as requested by customer.
Interpret and communicate customer forecasts, process customer orders/changes/returns according to established company policies and procedures.
Coordinate with customers on shipments and orders with the resolution of challenges with production management to ensure on-time delivery.
Manage customer expectations through effective order management by maintaining information accurately and up-to-date with regards to shipping and order specifications.
Address customer issues to ensure effective and long-term problem resolution. Communicate all customer inquiries and complaints to the proper authorities and follow-up on regularly on the resolution of such inquiries and complaints. Handle all customer inquiries and complaints in a professional and tactful manner.
Maintain the customer order entry system in accordance with the customer's purchase orders.
Follow-up on open quotations.
Backlog follow-up on open items.
Aid sales team in attaining company territory goals.
Assist in the implementation of sales strategy with outside team members.
Occasional customer visits.
Other duties as assigned.

Qualifications:

Basic computer skills in Excel, Word and Outlook
Knowledge of CRM system
SAP system experience preferred
Ability to work in a fast-paced environment
Ability to compose professional level emails/online chats using proper grammar and spelling
Demonstrated ability to build and maintain long-term customer relationships
Work cooperatively within a group
Positive and energetic attitude
Must have high attention to detail
Fluent in English. Bilingual in German is a plus.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Shift:

Day shift

Work Location: Hybrid remote in Knoxville, TN 37922

Hoffmann Quality Tools USA, Inc.

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Customer Service Representative