Customer engagement Representative

About the role

This position supports our Parts Department by acting as the voice of the customer and serving as a liaison between the Hussmann parts team and factory to satisfy customer requests and resolve issues. The Customer Engagement Representative ensures customer specifications and requests are met by entering, collecting, forwarding, and troubleshooting problems as needed.

Responsibilities

• Handle outbound communications with customers regarding their Warranty orders.
• Effectively manage customer interactions and clearly communicate customer requirements to internal teams.
• Document and report findings/feedback from customer follow-up contacts to leadership.
• Identify problems/trends and present resolutions/improvements to leadership.
• Monitor, expedite, and follow up on order changes, specialty, and delayed shipment items.
• Process invoicing and credit requests, ensuring proper documentation and process adherence.
• Utilize Hussmann’s Parts Oracle System to capture customer information, generate proposals, and monitor order processing.
• Communicate product delivery issues with customers to ensure accurate and acceptable transaction completion.
• Work with Parts Representatives to monitor order shipment processes.
• Assist in maintaining the integrity of customer and transaction data.
• Maintain information integrity for Warranty Parts Ordering and Tracking Systems.
• Monitor and maintain processes related to Freight Claims and Returns.
• Work in a fast-paced environment managing multiple projects and adapt to business needs.
• Serve as the voice of the customer (VOC) and hold the Performance Parts Team accountable for best-in-class products and service.

Requirements

• High School Diploma; Bachelor’s Degree preferred.
• 0-2 years of Customer Service Experience.
• Flexibility to work outside normal working hours and weekends.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Strong verbal and written communication skills.

Preferred Skills

• Ability to work effectively in diverse teams and fast-paced environments.
• Capability to manage multiple, competing priorities with high attention to detail.
• Strong organizational and time management skills.
• Able to meet short- and long-term deadlines.
• Bilingual (English/Spanish) is a plus.

Benefits

• Health Benefits: Medical, dental, vision, and prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits: Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Retirement Savings & Investment Plan: 401(k) with company matching contributions and immediate vesting.
• Paid Time-Off: Paid time off, stewardship, and parental leave.
• Educational Assistance: Tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs: EAP, virtual health management, chronic condition, and tobacco cessation programs.

About Hussmann

For over a century, Hussmann Corporation has been a global leader in commercial refrigeration equipment, delivering solutions that meet the demands of the modern food retailing industry. Headquartered in St. Louis, MO, Hussmann offers a diverse range of products and connected solutions designed to enhance operational efficiency, optimize merchandise visibility, and keep food fresh. With a nationwide network of skilled technicians, Hussmann is a trusted partner driving customer success. Hussmann is a subsidiary of Panasonic USA.