Customer Order Support

Lennox International•Richardson, TX

6d•$48,800 - $64,050

About The Position

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products. Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Requirements

High school diploma or equivalent required
2+ years of experience in customer service, order management, supply chain support, or a related role.
Strong communication skills, both verbal and written, with the ability to handle high volume customer interactions professionally.
Experience working with ERP and CRM systems (e.g., Oracle, Salesforce, SAP, or similar platforms).
Strong problem solving skills with the ability to analyze issues and provide timely resolutions.
Ability to manage multiple priorities in a fast paced, high volume environment.
Excellent attention to detail with strong organizational and data accuracy skills.
Ability to work effectively both independently and in a team environment.
Strong interpersonal skills with the ability to collaborate across multiple departments and levels of the organization.

Nice To Haves

Associate’s or Bachelor’s degree in Business, Supply Chain, or related field preferred.
Experience in manufacturing, distribution, HVAC, or supply chain environments is a plus.

Responsibilities

Handle inbound calls with professionalism and efficiency, addressing customer inquiries and providing timely support.
Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
Manage a high volume of Supply Chain and internal stakeholder communications via phone and/or email.
Collaborate with the appropriate level of customer support to resolve challenging inquiries and complaints, ensuring clear documentation and ongoing communication with the customer throughout the process.
Serve as the primary or secondary point of contact for customer support needs, ensuring a high level of service and responsiveness.
Accurately process orders, including material numbers, quantities, and pricing, while resolving line holds due to pricing discrepancies or missing pricing information.
Conduct research on part numbers to ensure accurate order processing and resolve product related issues.
Review open orders for On Time In Full (OTIF) compliance and coordinate with production or supply chain teams to ensure execution.
Assist sales representatives with order placement, status updates, inventory lookups, and customer related concerns.
Provide technical support for part search and pricing inquiries.
Submit and manage credit and return requests related to concealed damages, shortages, carrier damages, pricing disputes, and other customer reported discrepancies.
Work with internal stakeholders to minimize and resolve customer deductions without resolution.
Maintain accurate records of all internal and external interactions in systems such as Salesforce, SAP, or other applicable databases.
Ensure consistent adherence to department policies, procedures, and documentation standards.
Maintain oversight of order related data accuracy to support reporting and operational visibility.
Propose and support new processes that drive continuous improvement and reduce inefficiencies.
Identify and communicate areas for process improvement to management.
Support order management team goals and initiatives to strengthen a proactive customer support model.
Work cross functionally with Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and other departments to ensure customer requirements are met.
Contribute to the development of a centralized customer service HUB for order tracking and management.
Make effective independent decisions regarding day to day issues that do not require escalation or team input.
Participate in collaborative decision making aligned with company vision and mission when appropriate.
Serve as an operational resource and contribute to the success of the broader customer service and leadership teams.
Lead or support dual role customer service activities that enhance support for key business partners and functions.
Ensure timely resolution of issues with a strong focus on productivity, service quality, and customer satisfaction.
Perform other duties and tasks as assigned by the manager to support departmental and organizational goals.
Adapt to evolving job requirements and contribute to special projects or cross functional initiatives as needed.