Customer Service Representative at Systemair NA

Lenexa, Kansas, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

0.0

Posted On

12 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, HVAC Knowledge, CRM Systems, Logistics Processes, Warranty Programs, Problem-Solving, Attention to Detail, Communication Skills, Organizational Skills, Technical Skills, Teamwork, Empathy, Initiative, Decision-Making, Customer Feedback, Sales Promotion

Industry

Industrial Machinery Manufacturing

Description

Description At Systemair, we have a passion for indoor air quality. We are constantly striving to provide ventilation solutions that improve health and productivity in an energy-efficient and sustainable manner. Entrepreneurship is in our DNA, and we continue to grow in terms of capabilities, product range, size, sales volume, and market share. We employ and empower people to take initiative and make decisions with the best interests of our customers and team at heart by achieving our goals to be an Employer, Brand, Investment, and Neighbor of Choice. Simply put, we prioritize, simplify, and trust, while committing to accountable behavior and personal responsibility at work and with our neighbors. Under the direction of the Customer Service Manager, you play a crucial role in delivering exceptional customer service by addressing inquiries, scheduling appointments, and supporting the overall customer experience. As a part of our Customer Success team, you possess strong communication skills and a customer-centric approach to ensure satisfaction and loyalty. You are aligned with our culture and have the essential skills and experience described below. Essential Duties & Responsibilities Handle incoming calls, emails, and messages from customers regarding HVAC services, appointments, and general inquiries. Proactively reach out to existing and potential customers to promote HVAC products, services, and promotions. Provide tailored solutions by identifying customer needs and recommending appropriate products or services. Prepare and process customer quotes, orders, and invoices accurately in the CRM or sales system. Address customer complaints or concerns with professionalism and empathy. Escalate complex issues to supervisors or technical teams as necessary. Educate customers on warranty coverage, exclusions, and claims procedures. Provide warranty claims by verifying customer eligibility, completing documentation, and coordinating with internal stakeholders. Schedule and Confirm delivery dates with customers and logistics teams and promptly communicate discrepancies. Process RMAs through ERP systems while collaborating with internal stakeholders to gather relevant information. Generate reports on service requests, warranty trends, and delivery performance as needed. Update and maintain accurate customer records in the company’s database or CRM system. Assist customers with product or service inquiries and provide recommendations based on their needs. Inform customers about promotions, warranties, or service agreements. Encourage customer feedback and conduct follow-up calls to ensure customer satisfaction and identify additional service opportunities and foster relationships. Skills, Education and Experience The following are education and experience criteria used to evaluate the suitability of the Customer Service Representative Profile or candidates for the position: Previous experience in a Customer Service position or similar role preferred. Familiarity with HVAC principles, components, diagnostic tools and software. Previous experience with CRM systems and documentation preferred. Familiarity with logistics processes and software. Previous experience with warranty programs, claims, and guidelines preferred. Familiarity with quality, sales, and product management processes and guidelines preferred. High attention to detail required. Organizational and problem-solving skills required. Technical skills required for computers, phones, phone software, and tablets. Able to work proficiently in a team-oriented setting, as well as independently. Job Conditions Physical Demands: Light physical effort, must be able to lift up to 20lbs at times. Manual dexterity and hand-eye coordination. Sitting, lifting, squatting, pushing, or reaching for intermittent or extended periods. Prolonged periods of sitting at a desk and looking at a computer. Must be able to wear PPE when on the factory floor; to include, but not limited to, safety glasses, safety shoes, hearing protection, gloves, face shields. Work Environment: Light physical effort, must be able to lift up to 20lbs at times. Manual dexterity and hand-eye coordination. Sitting, lifting, squatting, pushing, or reaching for intermittent or extended periods. Prolonged periods of sitting at a desk and looking at a computer. Must be able to wear PPE when on the factory floor; to include, but not limited to, safety glasses, safety shoes, hearing protection, gloves, face shields. The job conditions described here and above are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions of the position. Proper use of PPE such as safety glasses, safety shoes, hearing protection, gloves, face shields and other equipment as required by the job being performed in a production environment is mandatory. Adherence to Systemair’s safety policy is a condition of employment.

Responsibilities

The Customer Service Representative is responsible for handling customer inquiries, scheduling appointments, and providing tailored solutions to enhance customer satisfaction. They also process quotes, orders, and warranty claims while maintaining accurate customer records.