**Job Description:**
About blithequark
At blithequark, we are committed to delivering exceptional customer experiences that exceed our customers' expectations. As a leading provider of innovative solutions in the HVAC industry, we understand the importance of building strong relationships with our customers and partners. Our team of dedicated professionals is passionate about delivering outstanding service, and we are seeking a highly skilled and motivated Logistics Customer Service Representative 2 to join our team.
Job Summary
The Logistics Customer Service Representative 2 is a critical role that requires a unique blend of technical knowledge, excellent communication skills, and a customer-centric approach. As the primary point of contact for independent distributors and COD branches, you will be responsible for resolving customer inquiries and complaints, managing orders, and providing exceptional customer service. If you are a results-driven individual with a passion for delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity.
Key Responsibilities
As a Logistics Customer Service Representative 2, you will be responsible for the following key responsibilities:
- Order fulfillment and order maintenance processes: Open customer accounts by recording account information, create and maintain customer records by updating account information, and monitor scheduled shipment dates to ensure timely delivery.
- Customer service: Assist customers with product availability, pricing, order status, product match-up, service parts substitutions, shipping information, and other functions necessary to serve customer accounts.
- Education and training: Educate customers about terminology, features, and benefits of products to improve sales and customer satisfaction.
- Collaboration with Sales Managers: Verify pricing discounts and customer details with Sales Managers to ensure accurate information.
- Attracting potential customers: Answer product and service questions and suggest information about other products and services to attract potential customers.
- Return Materials Authorizations (RMAs) and transfer requests: Process RMAs and transfer requests, AAA (Credit/Debits) and Damage Claims.
- Problem resolution: Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
- Follow-up and documentation: Follow up with customers to ensure customer satisfaction, document and report matters that need addressing.
- Financial management: Maintain financial accounts by processing customer adjustments.
- Reporting and analysis: Prepare product or service reports by collecting and analyzing customer information and recommend potential products or services to management by collecting customer information and analyzing customer needs.
Nature and Scope
This role requires a high level of technical knowledge, excellent communication skills, and a customer-centric approach. You will work within a fast-paced environment, managing multiple priorities and deadlines while maintaining a high level of accuracy and attention to detail.
Knowledge and Skills
To succeed in this role, you will need to possess the following knowledge and skills:
- HVAC product knowledge and market knowledge.
- Excellent customer service skills, including 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.
- Excellent organizational and time management skills, including prioritization skills to complete projects on time.
- Strong team player, results-oriented, dedication to excellence, and a sense of urgency to achieve business objectives.
- 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
We are seeking a candidate with 3-6 years of customer service experience within the HVAC industry. Your experience should demonstrate a strong understanding of customer service principles, technical knowledge of HVAC products, and excellent communication skills.
Education
A High School diploma or GED equivalent is required.
People Management
This role does not involve people management.
Physical Requirements / Working Environment
This role requires the ability to perform essential responsibilities with or without reasonable accommodations.
Reports to
This role reports to the Manager, Customer Service/Order Services.
Equal Employment Opportunity
blithequark provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law.
How to Apply
If you are a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking the link below.
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