Client Operations & Quotes Specialist

Air Distribution Limited; Grandview, Northern (MO, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Air Distribution Limited is seeking a Client Operations Specialist to support regional sales by managing quotes, order processing, and day-to-day client communications. This role coordinates with Regional Sales Managers and Product Specialists to ensure timely, accurate quotes and smooth order fulfillment.

The COS resolves client issues, maintains account records, and monitors customer satisfaction, working across production, quality, and sales teams to keep quotes and orders on track.

Qualifications

• Associate's degree or equivalent from a two-year college or technical school, or 6 months-1 year of related experience/training, or an equivalent combination of education and experience preferred.
• 2+ years of experience in a B2B client services or customer service role; HVAC, manufacturing, or technical support experience a plus.
• Basic understanding of commercial HVAC systems, components, and terminology a plus.
• CRM experience required (SugarSell preferred); familiarity with AS/400 and Edge/Atlas quoting tools, or ability to learn quickly.
• Intermediate-level proficiency with Power BI and Microsoft 365 (Outlook, Word, Excel).
• Strong written and verbal communication skills; empathy and conflict-resolution skills to de-escalate issues and maintain positive client relationships.
• Ability to work in a request-driven environment with variable regional workload; superior organizational skills and independent judgment.

Responsibilities

• Quoting & Routing: Produce accurate quotes in the CRM and route requests to Product Specialist without delay.
• Own the commercial side of each quote: pricing input, margin, and terms.
• Interact with clients on pricing and purchase orders in the RSM's absence; provide pricing analysis as needed.
• Order Processing & Logistics: Submit orders to OE; coordinate delivery logistics and real-time status.
• Monitor holds, backorders, changes, and cancellations; coordinate expedited shipments as needed.
• Process warranty claims, returns, credits, and repair authorizations with production and quality teams.
• Client Communication: Log and resolve inbound inquiries; notify clients of late jobs.
• Prepare customer correspondence: confirmations, status reports, follow-up summaries.
• Triage technical questions: escalate complex issues to Product Specialist, Field Service Technician, AM, or PM.
• Account & Service Quality: Maintain accurate account records; monitor customer satisfaction; flag improvements.
• Coordinate with Production and Product Management on availability, lead times, pricing accuracy.

Skills

Communication

Organization

Conflict resolution

Independent judgment

Education

Associate's degree or equivalent

Tools

SugarSell CRM

AS/400

Edge/Atlas quoting tools

Power BI

Microsoft 365

Job description

Air Distribution Limited is seeking a Client Operations Specialist to support regional sales by managing quotes, order processing, and day-to-day client communications. This role coordinates with Regional Sales Managers and Product Specialists to ensure timely, accurate quotes and smooth order fulfillment.

The COS resolves client issues, maintains account records, and monitors customer satisfaction, working across production, quality, and sales teams to keep quotes and orders on track.