Customer Service Representative/Inside Sales Representative, Level 2

About the role

Daikin Comfort Technologies Distribution, Inc. is seeking a professional, skilled individual for our HVAC CSR/Inside Sales position for our branch operations group located at our Columbia, MO branch. The CSR sells the organization’s products and services to prospective and established customers through face-to-face interactions, phone calls, email, or fax. The role involves identifying customer needs, answering questions, creating solutions, and ensuring a smooth and quick sales process while maintaining knowledge of the organization’s policies, procedures, practices, products, and services.

The CSR collaborates with the Regional Manager or Branch Manager to drive territory coverage and maintain positive dealer relationships.

Responsibilities

• Help the Division deliver on its sales goals, including new business, by maintaining accounts through active communication of new product launches, services, supplies, and sales or discounts via outbound calls.
• Provide excellent customer service via face-to-face interactions, phone calls, and emails.
• Execute all aspects of the sales function, including order processing, purchase orders, payment processing, quotes, and delivery dates, ensuring accuracy of information entered.
• Recommend alternate products based on cost, availability, or specifications as needed.
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Coordinate with manufacturing, sales, distribution, and vendors regarding shipments.
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Educate customers about product terminology, features, and benefits to improve sales and customer satisfaction.
• Provide accurate information regarding the availability of in-stock items.
• Assist customers with warranties and returns.
• Collaborate with the Branch Manager to determine the best methods to resolve problems, ensuring customer satisfaction and adherence to organizational policies.
• Coordinate problem resolution with appropriate departments.
• Periodically reach out to customers to determine satisfaction with the organization, products, and services.
• Maintain records and prepare reports on sales activities.
• Expand knowledge of HVAC products and stay current with the latest industry trends.
• Work positively with all levels of management and peers to ensure effective teamwork and high service levels.
• Understand and follow work instructions, operating procedures, and company policies.
• Participate in additional projects or activities to support ongoing business needs.

Requirements

• 3–6 years of progressive sales and customer service experience.
• 3+ years of experience in the HVAC industry.
• High School diploma or GED equivalent; some college preferred.
• Knowledge of HVAC equipment/products is preferred.
• Proficiency in Microsoft Office (Outlook, Excel, Word) and database applications.
• Effective and high-quality customer service and relationship management skills via walk-ins, phone, and email.
• Positive, professional attitude with the ability to handle difficult customers and diffuse negative situations.
• Good phone and email etiquette.
• Ability to manage high-volume customer traffic.
• Strong verbal skills, including the ability to explain technical information clearly.
• Strong written skills for effective and timely email communication and accurate order input.
• Effective organizational and time management skills, including the ability to prioritize and multitask.
• High level of attention to detail and accuracy.
• Ability to establish positive working relationships with internal and external customers and employees.
• Good judgment, strong work ethics, and integrity.
• Ability to understand and follow procedures, work instructions, and company policies.

Benefits

• Benefits are effective on day one for all full-time direct hires.
• Training programs are available to help guide team members and develop new skills.
• Growth opportunities to advance your career within a global company backed by Daikin Industries, Ltd.

Work Environment

Work is performed within well-defined instructions and established procedures under close supervision. Must be able to perform essential responsibilities with or without reasonable accommodations.