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Customer Service Representative - Central Florida

Department: HornerXpress Central (Longwood, FL)
Location: Longwood, FL 32750
Position Type: Full Time

Job Description

FLSA:  Full-time, Non-Exempt

Reports to:  Customer Service/Branch Manager

Are You the Right Fit?

We are currently seeking a Customer Service Representative to join our team at our Central Florida location. The right candidate for this role enjoys working with customers and internal departments to place orders, efficiently answer customer questions and resolve issues. This position will require a person with excellent data entry and problem-solving skills who pays close attention to detail.  We are looking for an out-of-the-box thinker who will bring new sales ideas to increase department growth. If you do not have pool or related industry experience but possess the right attitude and willingness to learn, this is a great opportunity for growth with the potential for career advancement to Junior Account Executive. A winning attitude is critical.



  • Excellent telephone and in-person etiquette
  • Greets customers warmly and professionally upon first contact
  • Corresponds by using email technology with coworkers, customers and vendors
  • Communicates the needs for products, supplies or other necessities to the appropriate department managers
  • Contacts customers to notify them of upcoming events, new products and business-related items
  • Responds to customer inquiries within the customer’s timeline
  • Speaks in a clear voice, both in person and on the telephone
  • Answers inbound telephone calls within 3 rings

Data Entry

  • Listens to requests while accurately entering data into the computer
  • Maintains accurate records of special orders and backorders
  • Uses electronic price files for costing of goods for special orders and price quotes
  • Completes credit forms accurately including all customer and product related notes
  • Runs customer reports as requested by customers and coworkers within the requested timelines
  • Accurately enters orders, price quotes into FACTS program


  • Maintains and files daily paperwork such as sales tickets, price quotes and return forms to the proper location in an orderly fashion
  • Keeps work area organized, presentable and free of clutter
  • Keeps sufficient stock of all office supplies that are necessary to complete daily tasks without interruption
  • Prioritizes work to meet deadlines
  • Notify Purchasing of low stock items

 Product Knowledge

  • Recognizes parts and products without written descriptions and part numbers
  • Seeks and achieves continuous personal improvement as related to the industry
  • Attends required seminars and events related to the industry to keep current on products, processes and codes
  • Maintains current industry catalogs, brochures and other information physically and electronically for use as references

Order Fulfillment

  • Assists with duties determined by management, such as warranty, inventory, cycle counts and stock movement
  • Accurately pulls orders for customers within the allotted time
  • Lifts items weighing between 50-100 lbs onto a handcart, pallet or into stocking area
  • Walks up and down stairs and ladders multiple times per day as needed to place or pull products
  • Uses various tools effectively and safely such as handcarts, ladders, tape guns, pallet jacks, locks and keys, shrink wrap and forklifts

Problem Solving

  • Solves practical problems and deals with a variety of variables where limited data exists
  • Uses catalogs, brochures and other sources of information, both electronic and physical, to obtain answers to customer’s inquiries
  • Understands company processes, procedures and their flow, such as receiving, purchasing, order entry, shipping, accounting and dispatch, to efficiently perform duties


  • Positive, enthusiastic and flexible attitude
  • Team-player mentality
  • Strong communication skills
  • Strong organizational skills
  • Attention to detail
  • Salesforce experience a plus
  • Ability to regularly lift or move up to 50lbs
  • Experience working in FACTS is a plus
  • Basic math skills (add, subtract, multiply, divide)
  • Customer Service experience
  • Bilingual is a plus
  • Pool industry experience is a plus

Compensation and Benefits:

  • Participation in the Team Horner Employee Stock Ownership Plan
  • Tuition reimbursement
  • Ongoing industry training
  • Yearly performance and long service awards and events
  • Paid time off: Holiday, Vacation and Personal
  • Health, dental and vision insurance offered
  • Short/Long term disability insurance offered
  • 401K and Roth Offered
  • Extensive wellness program including one-to-one coaching, healthy living seminars, exercise facilities and classes, stand-up desks and many other great incentives
  • Merchandise discounts

And so much more!...

HornerXpress is an equal opportunity employer and encourages growth and opportunity for all.

Team Horner is a drug-free workplace.


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