Logistics Customer Service Rep. 2

Daikin Group; Waller (TX); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Logistics Customer Service Representative, where you'll play a vital role in ensuring customer satisfaction and efficient order management. This position involves responding to customer inquiries, resolving issues, and supporting sales initiatives. You'll be the primary contact for distributors and branches, contributing to sales growth by developing leads and maintaining customer relationships. With a focus on HVAC products, your expertise will help enhance customer experiences and drive business success. If you're passionate about customer service and thrive in a dynamic environment, this role is perfect for you.

Qualifications

• 3-6 years of customer service experience in HVAC industry required.
• Strong problem-solving and communication skills essential.

Responsibilities

• Manage order fulfillment and customer inquiries to ensure satisfaction.
• Collaborate with sales to generate leads and improve customer relations.

Skills

Problem solving

Effective communication

HVAC product knowledge

Organizational skills

Customer service

Education

High School diploma or GED equivalent

Tools

MS Office (Excel, Word, PowerPoint, Outlook)

Job description

The Logistics Customer Service Representative responds to customer inquiries or complaints regarding the organization’s products or services. Determines the 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 problems. 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 the 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 the 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 the date of delivery.
• Educate customers about terminology, features, and benefits of products 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.
• Contribute to team efforts by accomplishing related results as needed.

Knowledge and Skills:

• HVAC product knowledge and market knowledge.
• 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-oriented, dedication to excellence, and sense of urgency to achieve business objectives.
• Ability to apply good judgment, strong work ethics, and integrity on the job.
• Ability to establish positive working relationships with internal and external customers and employees.

Experience:

• 3 – 6 years of customer service experience within the HVAC industry.

Education:

High School diploma or GED equivalent.

People Management: No

Physical Requirements / Working Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations.

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.