Customer Service Representative

Summary:
The customer service representative is responsible for the day-to-day execution of releasing customer orders across a network of manufacturers, based on requests of Project Managers and Sales representatives. Ensure timely and accurate communication with customers by providing estimated shipping dates and updated tracking information. Maintain a high level of responsiveness to customer inquiries, including supplying packing slips and Installation & Operation Manuals upon request.

 Key Responsibilities

• Deliver a high level of customer service by responding promptly and effectively to customer inquiries and concerns.
• Support the development of short, mid, and long-term strategies for the Customer Service/Fulfillment department.
• Accurately and efficiently enter and release customer orders to factories, coordinating necessary approvals with the accounting department.
• Collaborate with internal teams to understand ongoing customer challenges and ensure timely resolution of requests.
• Process customer claims, including completion and submission of required factory documentation and forms.

 Skills and Experience

• Experience in OEM HVAC environments preferred.
• Proven experience in OEM warranty management and job management.
• Strong ability to communicate and engage effectively with customers at all levels.
• Capable of balancing daily operational demands with longer-term strategic priorities.
• Proactive, solutions-oriented mindset with strong problem-solving skills.
• Excellent time management skills, with the ability to prioritize tasks for both self and team in a fast-paced, dynamic environment.
• Demonstrated ability to build and maintain strong working relationships with customers, colleagues, and third-party partners.
• Strong IT proficiency, including Microsoft Office applications, with the ability to quickly learn and adapt to new systems and tools.
• Experience using Customer Relationship Management (CRM) systems, accounting and/or project management software.

Physical Requirements:

·      Spending significant time at a workstation and using a computer.

Ideal Candidates:

• Passionate about customer service
• Positive, energetic, and solution oriented
• Skilled in recognizing and capitalizing on opportunities
• Driven by success

Required Qualifications:

Education: High school diploma or GED

Experience: Minimum of 3 years of customer service or inside sales support

Skills:

·       Organization and Time Management: Excellent organizational abilities and effective time management skills.

·       Software Proficiency: Proficient in Windows-based software, with basic math skills and strong written and verbal communication abilities.

·       Adaptability: Capable of working under pressure, managing multiple tasks, and thriving in a fast-paced environment, both independently and as part of a team.

Work Environment:

• In office

Reporting Structure:

• This role reports to the Head of Project Management

Compensation:

• Competitive salary
• Comprehensive medical, dental, vision, short-term and long-term disability insurance.
• 401(k) retirement plan with company match
• Paid time off and holidays