LOGISTICS CUST SERVICE REP 1

Position Responsibilities

• 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.
• Collaborates with appropriate departments to coordinate problem resolution.
• Informs customers of standard procedures or resolution of their problems.
• Must be knowledgeable of the organization’s products, services, procedures, and practices.
• Handles order management from purchase orders to shipments.
• Serves as the primary point of contact for independent distributors and COD branches.
• Supports Sales Managers by generating phone-based revenue through sales leads, prospect calls, and building customer rapport.
• Maintains sales quotas and monitors competitive activity and trends within the territory.
• May include: Order fulfillment and order maintenance processes, open customer accounts, create and maintain customer records, 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 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, determine the cause of the problem, select and explain the best solution to solve the problem, expediting correction or adjustment, follow up to ensure resolution, 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.

Qualifications

• High School diploma or GED equivalent.
• 1-3 years of experience in a similar role.
• Knowledge of HVAC products and market knowledge.
• Excellent customer service skills.
• 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.
• Strong organizational and time management skills including prioritization skills to complete projects on time.
• Ability to establish positive working relationships with internal and external customers and employees.
• 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 with MS Office applications.

Skills

• Customer service skills.
• Problem-solving skills.
• Effective verbal and written communication skills.
• Data entry skills.
• Organizational and time management skills.
• Positive working relationships with internal and external customers and employees.
• Good judgment, strong work ethics, and integrity.
• MS Office proficiency (Excel, Word, PowerPoint, and Outlook).