Customer Service Representative - Braselton, GA
December 07, 2017

This position assists the Account Executives and Customers with daily needs like pricing, order entry and tracking information. Also helps End Users with locating retail and repair locations as well as locating part numbers needed for repairs. He/She processes orders for merchandise received by telephone from customer or sales staff. He/she will answer all incoming emails from the Hitachi Contact Us page on the Hitachi Website as well as incoming emails from the sales team. 


  • Answers all incoming calls from Account holders, Sales Team and end users, assisting customers with pricing, ship dates and tracking information. Helping End Users with locating Authorized Service Centers and retail locations
  • Informs customers of unit prices, shipping date, anticipated delays and any additional information need by the customer.  When needed checks orders entered by other staff for accuracy and makes necessary corrections
  • Ascertains dollar amount of order and sends to credit department if order exceeds the customer’s credit limit. And processes credit card payments for cash in advance orders
  • Receives and checks customer complaints and handles them within company guidelines and if necessary escalates the customer issue to upper management
  • Prepares and distributes daily reports
  •  Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience.
  • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Highly developed sense of integrity and commitment to customer satisfaction
  • Demonstrated passion for excellence with respect to treating and caring for customers
  • Ability to communicate clearly and professionally, both verbally and in writing
  • Strong decision making and analytical abilities
  • Strong detail orientation and communication/listening skills
  • Willingness to work a flexible schedule and occasional overtime when needed
  • Possess a strong work ethic and team player mentality

  • High School Diploma or General Education Degree (G.E.D.); and three to six months related experience and/or training; or equivalent combination of education and experience
  • Some experience with multi-line telephones and personal computers

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.  Must have excellent verbal communication skills.

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions in written, oral, diagram or schedule form.  Must make sound decisions and relate well to customers and staff. 

Ability to operate PC. General knowledge of word processing and spreadsheet software.

Strong interpersonal, social and communication skills.  Ability to get along well with others.  Proficient in using a variety of office equipment including copier and fax machines.  Must have knowledge of overall operations of customer service department.    

  • HKU conforms with the Americans with Disabilities Act (ADA). 
  • Work environment is consistent with normal warehouse conditions
  • Must have the ability to lift at least 40 pounds on a consistent basis 
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