Customer Order Support

Job Title

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member's contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Key Responsibilities

Customer Support & Communication:

• Handle inbound calls with professionalism and efficiency, addressing customer inquiries and providing timely support.
• Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
• Manage a high volume of Supply Chain and internal stakeholder communications via phone and/or email.
• Collaborate with the appropriate level of customer support to resolve challenging inquiries and complaints, ensuring clear documentation and ongoing communication with the customer throughout the process.
• Serve as the primary or secondary point of contact for customer support needs, ensuring a high level of service and responsiveness.

Order Management & Processing:

• Accurately process orders, including material numbers, quantities, and pricing, while resolving line holds due to pricing discrepancies or missing pricing information.
• Conduct research on part numbers to ensure accurate order processing and resolve product related issues.
• Review open orders for On Time In Full (OTIF) compliance and coordinate with production or supply chain teams to ensure execution.
• Assist sales representatives with order placement, status updates, inventory lookups, and customer related concerns.
• Provide technical support for part search and pricing inquiries.

Returns, Credits & Issue Resolution:

• Submit and manage credit and return requests related to concealed damages, shortages, carrier damages, pricing disputes, and other customer reported discrepancies.
• Work with internal stakeholders to minimize and resolve customer deductions without resolution.

Systems, Documentation & Reporting:

• Maintain accurate records of all internal and external interactions in systems such as Salesforce, SAP, or other applicable databases.
• Ensure consistent adherence to department policies, procedures, and documentation standards.
• Maintain oversight of order related data accuracy to support reporting and operational visibility.

Process Improvement & Collaboration:

• Propose and support new processes that drive continuous improvement and reduce inefficiencies.
• Identify and communicate areas for process improvement to management.
• Support order management team goals and initiatives to strengthen a proactive customer support model.
• Work cross functionally with Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and other departments to ensure customer requirements are met.
• Contribute to the development of a centralized customer service HUB for order tracking and management.

Decision Making & Team Contribution:

• Make effective independent decisions regarding day to day issues that do not require escalation or team input.
• Participate in collaborative decision making aligned with company vision and mission when appropriate.
• Serve as an operational resource and contribute to the success of the broader customer service and leadership teams.
• Lead or support dual role customer service activities that enhance support for key business partners and functions.
• Ensure timely resolution of issues with a strong focus on productivity, service quality, and customer satisfaction.

Additional Responsibilities:

• Perform other duties and tasks as assigned by the manager to support departmental and organizational goals.
• Adapt to evolving job requirements and contribute to special projects or cross functional initiatives as needed.

What We Are Looking For

Qualifications:

• High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Supply Chain, or related field preferred.
• 2+ years of experience in customer service, order management, supply chain support, or a related role.
• Strong communication skills, both verbal and written, with the ability to handle high volume customer interactions professionally.
• Experience working with ERP and CRM systems (e.g., Oracle, Salesforce, SAP, or similar platforms).
• Strong problem solving skills with the ability to analyze issues and provide timely resolutions.
• Ability to manage multiple priorities in a fast paced, high volume environment.
• Excellent attention to detail with strong organizational and data accuracy skills.
• Ability to work effectively both independently and in a team environment.
• Strong interpersonal skills with the ability to collaborate across multiple departments and levels of the organization.
• Experience in manufacturing, distribution, HVAC, or supply chain environments is a plus. (ideal but not required)

What We Offer

Compensation: This is a salaried non-exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law). The starting salary range for this role and market is between $48,800-64,050 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.

Employees in this role are also eligible for a bonus in accordance with the terms of the Company's applicable plan.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member's contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you'll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.