Customer Engagement Representative

Customer Engagement Representative

This position will be responsible for supporting our Parts Department's efforts by acting as the voice of the customer and act as a liaison between the Hussmann parts team and factory to satisfy the customer requests and resolve issues. The Customer Engagement Representative must ensure that the customer specifications and requests are met by entering, collecting, forwarding and troubleshooting problems/issues as needed.

Responsibilities:

• Responsible for outbound communications with customers regarding their Warranty orders.
• Effectively manage customer interactions and clearly communicate customer requirements to internal teams.
• Documenting and reporting out to leadership findings/feedback on customer follow-up contacts.
• Identify problems/trends and present resolutions/improvements to leadership.
• Monitors, expedites and follows up on order changes, specialty and delayed shipment items.
• Processes invoicing and credit requests as necessary and applicable, ensuring proper documentation and process has been followed.
• Utilize Hussmann's Parts Oracle System to capture customer information, generate proposals and monitor the order processing.
• Communicate issues related to product delivery with the customers to ensure accurate and acceptable transaction completion.
• Work with the Parts Representatives to monitor the process of orders for shipment.
• Assist in the maintaining the integrity of customer and transaction data.
• Assist in maintaining the integrity of information for the Warranty Parts Ordering and Tracking Systems.
• Monitors and Maintains processes/workload related to Freight Claims and Returns.
• Must be able to work in a fast-paced environment managing multiple projects and able to flex to the business need based upon additional assignments.
• Be the voice of the customer (VOC) and hold the Performance Parts Team accountable to provide the best-in-class products and service.

Qualifications:

• High School Diploma; Bachelor's Degree Preferred
• Minimum 0-2 years Customer Service Experience
• Must be flexible to work outside normal working hours and weekends
• Intermediate to advanced proficiency in Microsoft Office Suite
• Strong communication skills, verbal and written
• Bi-lingual English /Spanish is a plus

Benefits & Perks – What's in it for You:

Hussmann is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here's what you can expect:

• Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
• Paid Time-Off Benefits – Paid time off, stewardship and parental leave.
• Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.

About Hussmann:

For over a century, Hussmann Corporation has been a global leader in commercial refrigeration equipment — delivering solutions that meet the demands of the modern food retailing industry. Headquartered in St. Louis, MO, Hussmann offers a diverse range of products and connected solutions designed to enhance operational efficiency, optimize visibility of merchandise, and keep food fresh. With a nationwide network of skilled technicians, Hussmann goes beyond manufacturing — a trusted partner, relentlessly driving customer success.

Hussmann is a subsidiary of Panasonic USA. Hussmann is proudly committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, national origin, genetics, medical condition, or any other characteristic protected by law. REQ-155521