Supervisor, Customer Service

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.

Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.

We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, and Asia.

At Allied Air Enterprises, we’re proof of how effective good people can be. We’ve based our entire business on hiring talented, dedicated professionals and giving them the resources they need to thrive. Having the right people can elevate the attitude, ideas, quality, and commitment of any facility, and we’re proud to say our employees do so every day. The dedication we have for promoting environmental sustainability through innovation is only possible due to our employees’ creativity and their desire to improve the world. We believe they help create products that are better for homeowners, better for the environment, and better for the professional dealers who install them every day.  

Allied Air Enterprises is a separate division of Lennox International with corporate headquarters, manufacturing, and distribution facilities located in South Carolina. We’re committed to fostering a diverse and inclusive environment that is dedicated to supporting the growth and development of every team member to reach their fullest potential. At Allied Air, we expect a lot from one another. It’s an environment built on principles of collaboration, mutual success, and transparency, with the goal of growing our business through the success of our customers and people. Sound like the kind of team for you?  

As a first-line supervisor, the person in this position is responsible for the day-to-day operations of a team of representatives that handles customer service inquiries and problems via the telephone and sometimes e-mail. 

The supervisor must take charge of the day-to-day application of organizational policies and procedures and serve as a liaison with key customers to resolve problems and discrepancies. 

Duties include, but are not limited to:  

• Plan, direct, supervise and evaluate workflow. 

• Direct and coordinate staff involved in a variety of activities, such as order processing, consumer relations, sales support, reviewing warranty claims and problems, processing customer returns and exchanges and expediting service and repairs. 

• Coordinate work activities to achieve the volume expected to meet operational requirements. 

• Recognize and recommend operational improvements. 

• Coordinate information with staff, such as changes in product availability, delivery schedules and the like. 

• Respond to customer inquiries regarding status of orders, service and repairs. 

• Investigate and resolve critical production, shipping and scheduling problems. 

• Provide special pricing for non-standard items. 

The supervisor may monitor the performance of staff members according to established monitoring standards. The person in this position may also be called upon to approve special price concessions, quotes, bid allowances or adjustments, make hiring decisions and conduct performance appraisals. 

• Requires a high school diploma or an equivalent combination of education and experience.
• Requires at least 5 years related experience. 
  
• Excellent written and verbal communication skills, including effective listening skills.
• Ability to learn and understand technical terminology.
• Must be able to work in a fast-paced goal-oriented environment.
• Able to handle multiple tasks, stay organized, and focused on details.
• Requires extensive knowledge of the organization, products and services.
• May require advanced problem solving.
• Requires ability to navigate a computerized data entry system or other relevant applications.
• Must be able to train, evaluate and direct the work of assigned employees. 

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $66,000 - $86,100 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for an annual bonus in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 14 paid holidays, and 1 floating holiday per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us! 

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.