Inside Sales / Customer Service - HVAC / Plumbing

Duties and Responsibilities

• Respond to customer inquiries via phone, fax, and email regarding pricing, availability, technical information, products, and services.
• Enter, modify, expedite, release, and cancel customer orders as needed.
• Cook with engineers to obtain approval of project submittals prior to releasing orders in the enterprise software system.
• Prepare and process quotations using manufacturer and supplier software/e-commerce platforms.
• Assist customers and the Purchasing Agent with non-warranty return material requests.
• Process A/R debit and credit memo requests to resolve billing issues.
• Collaborate with sales, purchasing, service, warehouse, suppliers, and customers to resolve concerns and ensure customer satisfaction.
• Maintain accurate records of customer interactions, quotes, inquiries, complaints, and actions taken within the CRM system.
• Build and maintain strong relationships with manufacturers, suppliers, engineers, contractors, end users, and wholesalers.
• Monitor open order reports within the ERP system to ensure timely order completion and closure.

Qualifications

• A high school diploma or GED is required.
• An associate degree in a technical field is preferred.
• One to three months of related experience and/or training, or an equivalent combination of education and experience is required.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general internet functionality is required.
• Experience with enterprise software, specifically Prophet 21 by Epicor, is preferred.

Additional Skills

• Exceptional customer service skills with a commitment to exceeding customer expectations.
• Strong mechanical aptitude and understanding of HVAC/plumbing systems, equipment, and tools.
• Strong verbal communication and interpersonal skills.
• Ability to effectively solve problems using logic and sound judgment.
• Ability to assess customer needs while maintaining quality standards and customer satisfaction.
• Ability to work collaboratively in a fast-paced, team-oriented environment.

Competencies

• Customer Service: Responds promptly to customer needs, manages challenging situations professionally, and consistently delivers high-quality service.
• Communication & Interpersonal Skills: Communicates clearly and effectively, listens actively, maintains professionalism, and builds positive working relationships.
• Problem Solving: Identifies and resolves issues efficiently while gathering and analyzing information to develop practical solutions.
• Ethics & Professionalism: Demonstrates integrity, accountability, respect for others, and commitment to organizational values.
• Diversity & Inclusion: Supports a respectful, harassment-free workplace and values diverse perspectives and experiences.