Customer Service Specialist

Job Description

Job Description

Summary/Objective:

The Customer Service Specialist will provide excellent customer service for our MCD customers. This role is the first line of customer contact and is accountable for ensuring customer warranty and technical issues/ questions are resolved quickly and accurately. Role will occasionally assist in order entry and back up customer service specialist for sister brands.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Troubleshoot and diagnose technical issues regarding MCD products. Receive inbound customer email and phone inquiries related to warranty and technical issues/questions.
• Properly enter and maintain warranty claim information in Excel.
• Enter product orders for replacements parts and new products, supply technical documentation to retail customers, dealers and OEMs as needed.
• Responsible for providing customer feedback to management in a timely manner, documenting trending issues and reporting to management.

• Performs other duties assigned to full accountability as needed.
• Ability to meet monthly and yearly KPI goals

Characteristic Duties:

• Ability to foster and maintain positive customer relations by demonstrating a professional and positive work ethic.
• Excellent organizational and time management skills and detail oriented. Ability to work in a fast-paced environment.
• Ability to multitask
• Other various duties as assigned to support the organization.

Competencies:

• Technical Capacity
• Organizational Skills
• Exceptional Customer Service Skills
• Initiative and Decision making
• Problem Solving / Analysis
• Customer / Client Focus

Supervisory Responsibility:

N/A

Work Environment:

This job operates in a professional office setting within a manufacturing environment. This role routinely uses standard office equipment such as telephones, computers, printers, filing cabinets and fax machines. Moderate noise (i.e. business office with computers, phones, printers and noise from manufacturing equipment). This list is not all inclusive. May operate on occasion within the manufacturing environment at customer locations.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard. The employee may frequently be required to stand, walk, use hand power tools, handle or feel, and reach with hands and arms. The employee may be required to lift/move up to 50 pounds.

Position Type and Expected Hours of Work:

This is a full-time position, and the hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m.  

Travel:

Less than 10%

Required Education and Experience:

• 3+ years of customer service experience
• 1+ years of warranty and order entry experience
• Working knowledge of MS Office, Outlook, and Ring Central preferred.

Preferred Education and Experience:

EEO Statement:

All divisions of Airxcel provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color,

religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties:

Please be advised this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.