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About the Role

Join The Fountainhead Group as a Call Center Representative and become an essential part of our friendly and dedicated Customer Service Team. In this onsite/in-person role, you’ll be the voice of FGI—guiding customer orders from start to finish, ensuring accuracy, timely delivery, and turning challenges into solutions. If you thrive in a fast-paced environment and love creating positive customer experiences, we’d love to have you on the team!

Responsibilities

Route phone calls to the appropriate people.
Update and send various reports to National Sales Managers and Account Rep.
Track and report on freight deliveries from various carriers.
Manage and log customer issues and provide customers with relevant documentation to handle their issue.
Write up customer orders taken over the phone.
Edit all free replacement parts orders.
Fulfill MSDS sheet requests from customers.
Pull and adjust EDI orders daily.
Confirm billing accuracy by comparing shipped and ordered quantities.
Pull Home Depot routing through Transplace and forward to shipping.
Handle Customer Specific EDI transactions sets (ASN’s and 810 invoicing).
Settle credit card transactions.
Attend trade shows when needed and available.
Contact accounts to resolve issues and/or promote sales.
Help with planning sales meetings, presentations, and show preparation.
Mail out invoices.
Interact with FGI customers via phone and email.
Review documents and enter data points into ERP (EPICOR).

Requirements

Have a high school diploma or equivalent.
Have some experience working in customer support or a related field.
Be comfortable using computers and various software applications, such as ERP, email, and Microsoft products.
Have excellent communication skills, both written and verbal, and can convey information clearly and effectively.
Be creative and competent in solving problems and finding solutions that meet customer needs and expectations.
Be punctual, consistent, and responsible in managing your time and tasks, and can work independently or as part of a team.
Be inquisitive and eager to learn new things and expand your knowledge of the company and its products or services.
Be adaptable and flexible in handling different situations and customer personalities, and can cope with stress and pressure.
Be optimistic and positive in your attitude and outlook, and can inspire confidence and trust in customers and colleagues.
Be empowered and confident in your abilities and decisions, and can take initiative and ownership of your work.

Skills

Customer Service
Communication (Written and Verbal)
Problem-Solving
Computer Proficiency
ERP Software
Microsoft Office Suite
Adaptability
Time Management

Location

Onsite

Work Type

Onsite
In-person

Experience Level

Some experience working in customer support or a related field

Education Level

High school diploma or equivalent

Salary/Compensations

USD $19.00/Hr. - USD $21.00/Hr.

Benefits

Medical
Dental
Paid Vacation
Holiday Pay
401k with employer match
Tuition Reimbursement
Health Reimbursement Account (HRA)
Flexible Spending Account (FSA)
Employer paid Life Insurance
Employee paid Voluntary Life and Short Term Disability Coverage

About the Company

The Fountainhead Group is a family-owned and operated company, dedicated to the success and longevity of our business, our employees, and our community.
For more than 130 years, FGI has been creating, innovating, and manufacturing liquid sprayer products for the world's top brands and retailers.
Across four manufacturing and distribution centers in Central New York, we’re committed to the betterment of our FGI Family of employees and our local community, supporting more than 350+ local nonprofits through our robust philanthropy and volunteer programs to ensure the success of our community for generations to come.

Equal Opportunity

The Fountainhead Group is an Equal Opportunity Employer (AAE/EEO) and ranked one of the Best Companies to Work for in New York State by the Society for Human Resource Management.
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, refugee or disability status.
With over 12 languages spoken at FGI, regardless of language ability, education, or training, there is a place for you within the FGI Family!