Logistics Customer Service Rep. 3

Logistics Customer Service Representative

The Logistics Customer Service Representative responds to customer's inquiries or complaints regarding the organization's products or services. Determines best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies. Coordinates problem resolution with appropriate departments. Informs customers of standard procedures or resolution of problem. Must be knowledgeable of the organization's products, services, procedures and practices. Responsible for order management by handling all the details from purchase order to shipment of product. This position serves as the primary point of contact for independent distributors and COD branches. The CSR supports the Sales Managers by developing and improving phone-based revenue generation through the creation of sales leads, initiation of prospect calls, and establishment of ongoing rapport with existing and potential customers. Responsible for meeting established sales quotas. Monitors competitive activity and trends within territory. Position Responsibilities may include:

• Order fulfillment and order maintenance processes.
• Open customer accounts by recording account information.
• Create and maintain customer records by updating account information
• Assist customers with product availability, pricing, order status, product match-up, service parts substitutions, shipping information, and other functions necessary to serve customer accounts.
• Monitor scheduled shipment dates to ensure timely delivery and expedite date of delivery.
• Educate customers about terminology, features and benefits of products in order to improve sales and customer satisfaction.
• Collaborate with Sales Managers to verify pricing discounts and customer details.
• Attract potential customers by answering product and service questions and suggesting information about other products and services.
• Process Return Materials Authorizations (RMAs) and transfer requests; AAA (Credit/Debits) and Damage Claims.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Follow up with customers to ensure customer satisfaction, document and report matters that need addressing.
• Maintain financial accounts by processing customer adjustments.
• Prepare product or service reports by collecting and analyzing customer information. Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Perform additional projects/duties to support ongoing business needs.

Nature & Scope:

• Applies advanced knowledge of job area typically obtained through advanced education and work experience.
• Manages projects and processes while working independently and with limited supervision.
• Coaches and reviews the work of lower-level professionals.
• Problems faced are difficult and sometimes complex; takes a new perspective on existing solutions.

Knowledge & Skills:

• HVAC product knowledge and market knowledge
• Excellent customer service skills
• Problem solving, de-escalating and resolving conflicts
• Effective verbal and written communication and listening skills
• Working knowledge of MS Office Excel, Word, PowerPoint, and Outlook and data entry
• Quality focus attention to detail and accuracy and effective documentation skills
• Ability to analyze and process information
• Excellent organizational and time management skills including prioritization skills to complete projects on time
• Strong team player, results orientated, dedication to excellence and sense of urgency to achieve business objectives
• Ability to establish positive working relationships with internal and external customers and employees
• Ability to apply good judgement, strong work ethics and integrity on the job.

Experience:

• 6 plus years of customer service experience within HVAC industry

Education/Certification:

• High School diploma or GED equivalent, College degree preferred

People Management: No

Physical Requirements / Work Environment: Must be able to perform essential responsibilities with or without reasonable accommodations. High volume DC warehouse environment with forklift traffic. May have higher noise volume in areas hearing protection required. Requires ability to stand for long periods up to 8 to 10 hrs. Repetitive movement, good eye/hand coordination, operation of hand tools, and power tools. Job may require standing (up to 90%), walking (up to 10%), stooping or bending, reaching, twisting and turning. May be required to lift, carry, and/or move up to 50lbs

Reports To: Manager, Customer Service/Order Services

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States. The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.