Logistics Customer Service Rep. 3

About the Role

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, and serves as the primary point of contact for independent distributors and COD branches.

This role supports 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. The position is responsible for meeting established sales quotas, monitoring competitive activity, and trends within the territory.

Responsibilities

• 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 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, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
• Follow up with customers to ensure 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
• Perform additional projects/duties to support ongoing business needs

Requirements

• 6+ years of customer service experience within the HVAC industry
• High School diploma or GED equivalent; College degree preferred
• HVAC product knowledge and market knowledge
• Excellent customer service and problem-solving skills
• Effective verbal and written communication and listening skills
• Working knowledge of MS Office (Excel, Word, PowerPoint, Outlook) and data entry
• Quality focus with attention to detail, accuracy, and effective documentation
• Strong organizational and time management skills, including prioritization to complete projects on time
• Ability to analyze and process information
• Strong team player with results-oriented mindset, dedication to excellence, and sense of urgency
• 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

Work Environment

• High-volume DC warehouse environment with forklift traffic
• May have higher noise volume in areas—hearing protection required
• Requires ability to stand for long periods (up to 8–10 hours)
• Repetitive movement, good eye/hand coordination, and operation of hand tools and power tools
• Job may require standing (up to 90%), walking (up to 10%), stooping, bending, reaching, twisting, and turning
• May be required to lift, carry, and/or move up to 50 lbs

Reports to: Manager, Customer Service/Order Services