Customer Service Representative

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: In office 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