Customer Service Rep II

SPX • Michigan City, IN

110d

About The Position

SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. This position is with The Marley Company, which provides administrative support to the SPX Enterprises HVAC Heating businesses. As a Customer Service Representative, you will provide communication and problem-solving support to Weil-McLain's field sales offices and customers regarding order processing and claims resolution.

Requirements

• 2-3 years of previous customer service experience.
• Background in a customer service manufacturing setting is a plus.
• Previous call center experience strongly preferred.
• Previous understanding of shipping and accounting processes a plus.

Nice To Haves

• Must possess high-level written and verbal communications skills.
• Must possess strong keyboarding skills, both alpha and numeric.
• Excellent interpersonal skills displayed with both internal teams and external customers.
• Experience in professional conflict resolution and de-escalation.
• Demonstrates strong multi-tasking, prioritization and prompt follow-up skills with the ability to quickly return focus to task after interruption.
• Proficient in basic math skills as it relates to product pricing, discounts and adjustments.
• Must be skilled in Microsoft Office applications: Outlook, Excel, and Word.
• Ability to work in a team-oriented environment that is fast paced and demanding with varying communication styles.
• Ability to learn all aspects of operating systems used as it relates to the role for order entry and claims processing. Experience with JD Edwards and EDI a plus.

Responsibilities

• Order Review and Processing
• Receives and reviews customer purchase orders for accuracy and clarity.
• Communicates with the customer directly if the order is unclear or if further detail is needed.
• Enters orders via the order entry system with strong attention to detail and accuracy.
• Assures that non-standard custom orders are submitted to the Commercial Order Department for entry.
• Assures that all requests for order expediting are communicated to the appropriate parties and that follow-up communications are conveyed back timely to the customer once the status of expediting attempts are known.
• Anticipate customer needs by providing proactive communication regarding order status with a customer centric mindset.
• Claims & General Customer Support
• Receives, researches and resolves all types of customer claims including warranty, damages, shipment & pricing discrepancies.
• Communicates and coordinates with all parties involved in resolution and closure of claims.
• Research customer debits, document findings and close either by issuing a credit to the customer or issuing a chargeback invoice for repayment.
• Ability to learn product lines and assist with part identification.
• Communication and Team Support
• Communicates directly, promptly, and courteously with customer account base, field sales personnel and internal teams via telephone/e-mail/instant message concerning orders, claims and other general customer support inquiries.
• Provides backup coverage to other CSR's as needed.

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave.
• Competitive health insurance plans and 401(k) match, with benefits starting day one.
• Competitive and performance-based compensation packages and bonus plans.
• Educational assistance, leadership development programs, and recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Machinery Manufacturing
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees