HM Cragg
  • Minneapolis, MN, USA
  • Full Time

Position Overview:

HM Cragg, is an 100% employee owned company with an extremely impressive growth history with a share price increase of over 400% in the past 10 years! The Customer Service Representative (CSR) will be the first point of contact for customers and will act as an interface between the customers and the company. The person in this role will help get customers acquainted with our people, products, services, and resources that are available to them. The CSR will provide customer support as it relates to order entry, order inquiries, shipping information, product information, customer pricing, and be the go to person for all post-sale questions and issues.

The Office Manager (Office Mgr) is the coordinator of general office administration functions such as office supplies, facilities appearance, property management and certain reception duties.

On any given day the mix of Customer Service Representative and Office Management functions could be different, but on average the mix should be about 85% (CSR) and 15% (Office Mgr).


Reporting Relationship: The Customer Service Rep / Office Mgr reports to the Controller


Responsibilities/Accountabilities for Customer Service Representative:

  • Adhere to and reinforce customer service policies and procedures
  • Perform daily operations including order entry, order inquiry, collections, and customer inquiries
  • Tracking and reporting of relevant data to determine customer service outputs and other business results
  • Strengthen customer relationships through demonstrating excellent customer service skills
  • Provide product or service information to assist customers in making a decision about a product to buy
  • Assist outside and inside sales team as needed; this may include lead generation, offering product upgrades, or providing training to customers on the Insider
  • Handle customer complaints; escalate as appropriate
  • Plan and prioritize collection tasks Ensure compliance with sales tax procedures Understand and adhere to customer pricing levels
  • Maintain CRM database information
  • Account collections, as directed Collaborate with shipping to ensure both groups are working together and following proper procedures
  • Additional data entry in ERP, Excel, scorecard reporting and budget analysis
  • Perform other duties and projects as assigned

Responsibilities/Accountabilities for Office Management:

  • Procurement of office supplies as requested which includes continuous review of inventory on hand, bulk purchasing and best pricing options; this would include coordination with copier vendor relative to maintenance and copier supplies
  • Order and maintain common area supplies such as paper towels, tableware, napkins, cleaning supplies; maintain appropriate beverage stock in the kitchen area cooler; act as liaison for cleaners and building maintenance vendors
  • Coordination of reception duties: maintain the phone calendar and ensure coverage at all times; proactively handle customer inquiries by listening and summarizing customer requests then directing them to the appropriate person Process and distribute incoming and outgoing US mail
  • Ownership of inbox.
  • Monitors and distributes all emails.
  • Deletes bad or opt out email addresses in ACT.
  • Other projects as assigned


  • Excellent communication and interpersonal skills
  • Customer service focus
  • Excellent listening and problem-solving skills
  • Excellent planning and organizing skills
  • Experience working in a help desk environment
  • Patience, confidence, and tact while dealing with complex issues Ability to quickly adapt to changes in priority
  • Ability to work independently


Personal Attributes:

  • Desire for growth opportunities in the company
  • Demonstrates honesty and integrity in work and relationships
  • Demonstrates servant leadership principles with internal and external customers
  • Demonstrates innovation/creativity in work
  • Possesses strong work ethic and takes ownership of both company and client goals/objectives
  • Focused on understanding, meeting and exceeding customer expectations
  • Focused on collaboration and team work for the mutual success of the company and its employees

Travel Expectations: Limited to no travel

Posting Qualifications:

  • High school diploma or equivalent 1-3 years customer service experience
  • Knowledge of customer service principles and practices
  • UPS product knowledge is a plus
  • Proficient in using Microsoft Suite of products including Excel, Word and PowerPoint.
  • Proven written and oral skills CRM software experience is preferred
HM Cragg
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