CUSTOMER SERVICE COORDINATOR - STEVENS EQUIPMENT SUPPLY

AirReps•North Valley, NM

9d•Onsite

About The Position

Stevens Equipment Supply, a member of Daikin Industries, is seeking a Customer Service Coordinator for its branch operations group at the Albuquerque, New Mexico branch. Stevens Equipment Supply is a wholesale distributor of equipment, parts, and supplies for residential and light commercial heating and air conditioning, hospitality, and refrigeration industries. The Coordinator works with customers and supports branch sales by helping maintain house accounts through active dealer communication about new product launches, sales, and discounts. The role provides leadership, training, and guidance to branch Customer Service Representatives (CSRs) to promote exceptional customer service and safe work practices. The Coordinator may direct CSRs, ensure employees follow work processes and complete required training, and assist the Branch Manager with branch operations and other assigned duties. The role also supports sales teams, inside account representatives, and other branches as needed. The position requires the ability to perform essential responsibilities with or without reasonable accommodation, including standing, walking, working at a desk, and working at the store customer counter. Applicants must be legally authorized to work in the United States without current or future employer-sponsored work authorization. The company provides equal employment opportunity and complies with applicable disability-related laws and regulations.

Requirements

At least 5 years of experience providing superior customer service.
High school diploma or GED equivalent.
Superior customer service skills.
Effective conflict-resolution skills and professionalism and poise during stressful situations.
Productive relationship-management skills.
Experience with training methods.
Excellent verbal and written communication skills, including listening skills.
Working knowledge of Microsoft Office, including Outlook, Word, and Excel.
Strong analytical, data-analysis, and problem-solving skills.
Effective organizational and time-management skills, with the ability to handle changing priorities.
Ability to apply good judgment and demonstrate strong work ethics and integrity.
Must be able to perform essential responsibilities with or without reasonable accommodations.
Must be legally authorized to work in the United States without current or future employer-sponsored work authorization.

Nice To Haves

CSR supervisory or lead experience within the HVAC industry.
College education is preferred.

Responsibilities

Lead Customer Service Representatives by assisting the Branch Manager with training and reporting.
Work with the Branch Manager to ensure delegated work flow to CSRs is achieved.
Provide feedback to Customer Service employees on performance under the Branch Manager’s direction.
Motivate staff to provide excellent customer service.
Coach and train employees as needed.
Capture, compile, and analyze data relating to department and customer service activities.
Participate in or lead process improvement efforts.
Assist the manager in filling open department positions, reviewing resumes, and interviewing candidates.
Participate in additional projects to support ongoing business needs.
Help maintain house accounts through active dealer communication about new product launches, sales, and discounts.
Ensure employees follow work processes and procedures and complete required training.
Assist the Branch Manager with branch operations and other assigned duties.
Support sales teams, inside account representatives, and other branches as needed.