Summary:
The customer service representative is responsible for the day-to-day execution of releasing customer orders across a network of manufacturers, based on requests of Project Managers and Sales representatives. Ensure timely and accurate communication with customers by providing estimated shipping dates and updated tracking information. Maintain a high level of responsiveness to customer inquiries, including supplying packing slips and Installation & Operation Manuals upon request.
Key Responsibilities
- Deliver a high level of customer service by responding promptly and effectively to customer inquiries and concerns.
- Support the development of short, mid, and long-term strategies for the Customer Service/Fulfillment department.
- Accurately and efficiently enter and release customer orders to factories, coordinating necessary approvals with the accounting department.
- Collaborate with internal teams to understand ongoing customer challenges and ensure timely resolution of requests.
- Process customer claims, including completion and submission of required factory documentation and forms.
Skills and Experience
- Experience in OEM HVAC environments preferred.
- Proven experience in OEM warranty management and job management.
- Strong ability to communicate and engage effectively with customers at all levels.
- Capable of balancing daily operational demands with longer-term strategic priorities.
- Proactive, solutions-oriented mindset with strong problem-solving skills.
- Excellent time management skills, with the ability to prioritize tasks for both self and team in a fast-paced, dynamic environment.
- Demonstrated ability to build and maintain strong working relationships with customers, colleagues, and third-party partners.
- Strong IT proficiency, including Microsoft Office applications, with the ability to quickly learn and adapt to new systems and tools.
- Experience using Customer Relationship Management (CRM) systems, accounting and/or project management software.
Physical Requirements:
· Spending significant time at a workstation and using a computer.
Ideal Candidates:
- Passionate about customer service
- Positive, energetic, and solution oriented
- Skilled in recognizing and capitalizing on opportunities
- Driven by success
Required Qualifications:
Education: High school diploma or GED
Experience: Minimum of 3 years of customer service or inside sales support
Skills:
· Organization and Time Management: Excellent organizational abilities and effective time management skills.
· Software Proficiency: Proficient in Windows-based software, with basic math skills and strong written and verbal communication abilities.
· Adaptability: Capable of working under pressure, managing multiple tasks, and thriving in a fast-paced environment, both independently and as part of a team.
Work Environment:
Reporting Structure:
- This role reports to the Head of Project Management
Compensation:
- Competitive salary
- Comprehensive medical, dental, vision, short-term and long-term disability insurance.
- 401(k) retirement plan with company match
- Paid time off and holidays