Mendocino Forest Products Company, LLC

  • MFP - SRO - Customer Service Specialist

    Job Locations US-CA-Santa Rosa
    Job ID 2018-1117
  • Overview

    The Mendocino Family of Companies (Mendocino Forest Products Company, Mendocino Redwood Company, Humboldt Redwood Company, and Allweather Wood), is a leading manufacturer and distributor of environmentally certified redwood, Douglas-fir, and preservative treated lumber products throughout California and the Western U.S. Our culture is based in environmental stewardship and community support. The company maintains Forest Stewardship Council® (FSC® C013133) certification for its forestlands, manufacturing, and distribution operations.

     

    Mendocino Forest Products is looking for a Customer Service Specialist to join our Home Depot corporate team in Santa Rosa, CA. This position is responsible for providing effective and outstanding customer service for our customer by using excellent, in-depth knowledge of company products, programs as well as effectively communicating with internal and extended external team members. 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 abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Responsibilities

     The key areas of focus for this position are as follows;   

    • Enters and audits all purchase orders for The Home Depot (THD) stores including type, amount, total, cost and delivery schedule for the order(s), prepares daily batch sales reports
    • Arranges daily/weekly deliveries to customer stores, works directly with dispatchers to schedule appointments for timely deliveries and to resolve delivery/schedule issues as they arise according to established department policies and procedures
    • Multi-tasks on a regular basis by keyboarding, order in-take and scheduling as needed
    • Provides timely feedback to the department regarding service failures or customer concerns, while working to assist store level associates with product inquires
    • Quotes special order product pricing as required using established process
    • Partners with the sales team to meet and exceed customer’s service expectations
    • Aidsat store level with product knowledge questions
    • Records or files copy of orders received according to date entered in lumber track software
    • Reviews inventory; identifies out of stock product by reviewing with internal and external vendors, reports results or needs as directed
    • Works with Customer Service Reps in maintaining POP stock, provides training in accordance with department/company policies/procedures, assisting with RTV and/or various store issues
    • Provide work direction to internal special-order teams and perform administrative duties

    Qualifications

    • Associate degree (AA.) or equivalent from two-year college
    • Prior customer service experience preferred
    • Knowledge of inventory software, order processing systems, Microsoft Office Suite and Electronic Data Interchange (EDI), preferred
    • Ability to speak clearly and effectively with courtesy on the telephone for extended periods of time and in person
    • Experience with taking orders or other tasks associated with the position requirements
    • Ability to present information and respond to questions from groups, managers, customers internal and external and the public
    • Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume
    • Ability to apply concepts of basic algebra and geometry

    Physical Requirements

    • While performing the duties of this job, the employee is regularly required to stand; walk; use hands, handle or feel; reach with hands and arms; and communicate
    • The employee frequently is required to climb or balance and stoop, kneel, crouch or crawl
    • The employee is occasionally required to sit.  May use hammer and other small tools
    • The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 100 pounds 
    • Specific vision abilities required by this job include close, distance, color, peripheral, depth perception and ability to adjust focus
    • The personal protective equipment requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
    • This job occasionally requires eye protection, hearing protection, leather or rubber gloves, safety vest, safety shoes and hard hat
    • This position does not have travel requirements.

    Competencies

    • Planning & Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
    • Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
    • Motivation & Initiative – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions as appropriate; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
    • Ethics & Organizational Support – Works with integrity and ethically; Follows established policies and procedures; Completes administrative tasks correctly and on time; Supports organizational goals and values; Respects diversity.
    • Adaptability & Dependability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays or unexpected events; Follows instruction, responds to leadership direction; Commits to long hours of work when necessary to reach goals.  Completes tasks on time or notifies appropriate person with an alternate plan.

     

    Equal Opportunity Employer, Valuing Diversity of our Workforce and Offering a Drug Free Workplace

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