Customer Service Representative

Armstrong Fluid Technology; City of North Tonawanda (NY); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

401k match up to 5%

13 Paid Holidays

Paid Time Off

Employee Assistance Program (EAP)

Safety shoe and glasses reimbursement

Job summary

Armstrong Fluid Technology in North Tonawanda, NY, seeks a Customer Service Associate to maintain proactive communication with customers, process orders, and coordinate with internal teams to ensure on-time deliveries. The role requires a high school diploma and at least one year of customer service experience, with HVAC knowledge as a plus.

You will enter orders into the MRP system, update customer data, resolve issues, and support sales and production teams.

Qualifications

• High school diploma or equivalent required; additional education advantageous.
• Minimum one year of customer service experience essential.
• Proficiency in using an MRP system preferred.
• Strong written and verbal communication skills are required.
• HVAC industry experience is a plus.

Responsibilities

• Maintain proactive and efficient communication with customers, promptly addressing their needs with professionalism.
• Handle customer inquiries via telephone and email with a polite, courteous approach.
• Adhere to policies and procedures to meet service standards and business objectives.
• Collaborate with internal departments to ensure smooth service delivery and achieve goals.
• Maintain accurate records of customer contracts and manage order processing efficiently.
• Update and maintain customer data files for integrity and accuracy.
• Process customer change orders and manage Sales Returns Goods as per procedures.
• Enter and confirm customer orders in the Manufacturing Planning System.
• Manage regional order backlog and expedite orders as needed.
• Proactively communicate delivery status and address issues promptly.
• Coordinate with finance on account matters and keep customers informed.
• Collaborate with sales, procurement and production teams to ensure timely deliveries and resolve issues.
• Efficiently handle customer complaints and ensure satisfactory resolutions.

Skills

Customer service

Independent & team work

Problem solving

Strong communication

Leadership

Analytical thinking

Open communication style

Proactive attitude

Technical writing

Education

High school diploma or equivalent

Tools

MRP system

Job description

Job Description:

Imagine working at the forefront of technology in mission-critical buildings/infrastructures industries, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence of nearly 100 years that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative technical and marketing minds, united by a shared mission to help our customers elevate building performance. Through smarter, more efficient solutions, we are helping to shape a more sustainable and carbon neutral world. As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that improve energy efficiency, reduce environmental impact, and support the infrastructure our communities depend on every day. Every contribution helps lower global carbon footprints and brings us closer to a cleaner, more resilient future. Together, we’re creating a legacy that goes beyond business, one that’s making our cities, and the world, more sustainable.

Pay range: $20-$22

In addition to annual initiatives, the key accountabilities of this position are:

Customer Service:

• Maintain proactive and efficient communication with customers, promptly addressing their individual needs with professionalism.
• Handle customer inquiries via telephone and email, ensuring a polite and courteous approach at all times.
• Adhere to established policies and procedures to consistently meet service standards and business objectives.
• Collaborate closely with internal departments to ensure smooth service delivery and achieve business goals.

Order Processing and Reporting:

• Maintain accurate records of customer contracts and manage order processing efficiently.
• Update and maintain customer data files to ensure integrity and accuracy.
• Process customer change orders and manage Sales Returns Goods according to procedures.
• Enter and confirm customer orders in the Manufacturing Planning System.
• Manage regional order backlog and expedite orders as needed.
• Proactively communicate delivery status and address any issues promptly.
• Coordinate with finance on account matters, keeping customers informed as necessary.
• Collaborate with sales, procurement, and production teams to ensure timely deliveries and resolve issues.
• Efficiently handle customer complaints, ensuring satisfactory resolutions.

What We're Looking For:

To thrive in this role, you should bring:

• Must be eligible to work in the United States.
• This role is not eligible for visa sponsorship.
• High school diploma or equivalent; additional education is advantageous.
• Minimum one year of customer service experience is essential.
• Ability to work independently and collaboratively within a team environment.
• Enthusiastic attitude with strong problem-solving skills.
• Experience in HVAC business is a plus.
• Moderate computer skills and proficiency in using an MRP System.
• Proactive approach and ability to adapt to new processes.
• Proficiency in technical writing and strong interpersonal communication skills.
• Strong analytical skills to simplify complex problems and provide clear recommendations.
• Effective leadership skills focused on collaboration and achieving results.
• Open and authentic communication style in all interactions.

Benefits:

• Medical/Dental/Vision insurance on the first day of employment.
• 401k match up to 5%.
• 13 Paid Holidays
• Paid Time Off
• Employee Assistance Program (EAP)
• Annual safety shoe and safety glasses reimbursement.

Why Armstrong Fluid Technology?

By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow’s solutions today.