Customer Experience Associate — Industrial Manufacturing

American Air Filter; Columbus (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

American Air Filter in Columbus, OH is seeking a world-class Customer Service Specialist to exceed customer expectations through strong communication, product knowledge and timely problem-solving. This role collaborates with Sales, Accounts Receivable and Operations to ensure satisfaction.

You will handle inquiries, quotes, order entry, and will-calls, maintain records in SAP, and support credit and shipping processes.

Qualifications

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• 5 years’ prior experience in customer service or related area, preferably in a manufacturing/Industrial environment.
• Must be proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook);
• Industry knowledge/experience is desired.

Responsibilities

• Collaborate with customer, direct sales team, and other departments to provide information about products and services, quotes, order entry including will calls, order confirmations, invoice copies, customer complaints, and order status/maintenance.
• Receives, investigates, and responds to customer inquiries while prioritizing urgent matters.
• Maintain knowledge on lead times, product information, pricing, shipping schedules and other information to accurately and efficiently.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SAP and PC software systems.
• New Customer Set-up in SAP including working with the credit and collections department to process credit application.
• Maintain knowledge on company products and processes.
• Customer Master File Maintenance including updating contact information, sold-to, ship-to, shipping terms, pricing, and customer specific text requirements.
• Assists Credit department with invoice disputes and billing error resolutions.
• Provide freight estimates as required to ensure customer satisfaction; work with Operations on delivery/freight estimates as required to ensure accuracy.
• Performs other duties as assigned.

Skills

Customer service

Communication skills

Problem solving

Organizational skills

Attention to detail

Team player

Stress tolerance

English communication

Education

High school diploma or equivalent

Associate degree preferred

Bachelor’s degree preferred

Tools

Microsoft Office

SAP

ERP systems

Job description

American Air Filter in Columbus, OH is seeking a world-class Customer Service Specialist to exceed customer expectations through strong communication, product knowledge and timely problem-solving. This role collaborates with Sales, Accounts Receivable and Operations to ensure satisfaction.

You will handle inquiries, quotes, order entry, and will-calls, maintain records in SAP, and support credit and shipping processes.