Customer Success & Order Support Specialist

Lennox; Bay Shore (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Lennox is seeking a Customer Service Representative to serve as the first point of contact for customers via phone and email in a full-time onsite role in New York. You will handle product information, pricing, order status, billing, returns, and credits while building a knowledge base of evolving products.

You will troubleshoot issues, maintain accurate customer records, support the sales team, and coordinate with Shipping, Production, Purchasing and Technical Service.

Qualifications

• Minimum of three years of related experience in customer service, inside sales support, order management, or a related field.
• Retail experience alone does not satisfy the related experience requirement.

Responsibilities

• Serve as the first point of contact to assist with customer inquiries and complaints via telephone and email.
• Provide information about the products and services, pricing, order status, billing, returns and credits.
• Troubleshoot and resolve product issues and concerns.
• Document and update customer records based on interactions.
• Develop and maintain a knowledge base of the evolving products and services.
• Ensure accurate and timely distributor order processing.
• Confirming pricing, item number/description and quantities are correct.
• Ability to research issues independently to determine root cause and corrective action needed.
• Demonstrate follow up action with customers, distributors, sales force, and end users.
• Provide continuous and responsive support to sales force.
• Ability to work with other departments such as Shipping, Production, Purchasing, and Technical Service.
• Shared reception responsibilities.
• Heavy filing, contract updates, data entry backup, special projects as needed.
• Other duties as assigned.

Skills

Strong interpersonal skills

Written communication

Verbal communication

Organizational skills

Problem solving

Research skills

Attention to detail

Teamwork

Customer service mindset

Education

High School Diploma or equivalent

Tools

Microsoft 365

Job description

Lennox is seeking a Customer Service Representative to serve as the first point of contact for customers via phone and email in a full-time onsite role in New York. You will handle product information, pricing, order status, billing, returns, and credits while building a knowledge base of evolving products.

You will troubleshoot issues, maintain accurate customer records, support the sales team, and coordinate with Shipping, Production, Purchasing and Technical Service.