Customer Service Representative Coordinator

AirReps•Cherry Hill Township, NJ

3d•$25 - $27•Onsite

About The Position

This role supports the Division in achieving its sales goals, including new business development, by actively maintaining accounts. The representative will communicate new product launches, services, supplies, and discounts via outbound calls. They will provide excellent customer service through face-to-face interactions, phone calls, and emails. The position involves executing all aspects of the sales function, including order processing, purchase orders, payment processing, quotes, and managing delivery dates, ensuring accuracy in data entry. The role also requires recommending alternative products based on cost, availability, or specifications, and obtaining/monitoring scheduled shipment dates for timely delivery, coordinating with various departments and vendors. Generating new and repeat sales through product and technical information, educating customers on product terminology, features, and benefits, and providing accurate stock availability information are key. The representative will also assist customers with warranties and returns, collaborate with the Branch Manager to resolve customer issues according to company policies, and periodically follow up with customers to gauge satisfaction. Maintaining records, preparing sales activity reports, expanding knowledge of HVAC products, and working collaboratively with management and peers to ensure effective team performance are also essential. The role requires understanding and adhering to work instructions, operating procedures, and company policies, and participating in additional projects as needed.

Requirements

Some knowledge of HVAC equipment/products is required
General Microsoft Office skills (Outlook, Excel, Word) as well as working knowledge of data base applications
Effective and high-quality Customer Service/Relationship management skills via walk-ins, phone, and email
Positive, professional attitude, handling difficult customers with ability to diffuse negative situations
Good phone etiquette and e-mail etiquette
Ability to deal with high-volume customer traffic
Effective verbal skills – must be able to explain fairly technical parts of information clearly
Written skills – must be able to effectively & timely communicate via e-mail with customers & accurately input orders
Effective organizational skills and time management skills including ability to prioritize and multi-task
High level of attention to detail and accuracy
Ability to establish positive working relationships with internal and external customers and employees
Ability to use good judgment and strong work ethics and integrity on the job
Ability to understand and follow procedures, work instructions, and company policies

Nice To Haves

some colleges preferred

Responsibilities

Help the Division deliver on its sales including the new business component by helping to maintain accounts through active communication of new product launches, services, supplies and new products sales and or discounts via outbound calls.
Provide excellent customer service via face to face, phone calls and e-mails.
Execute all aspects of the sales function including order processing, purchase orders, payment processing, quotes and delivery dates - ensure accuracy of information being entered to guarantee the correct item(s) are ordered.
Recommend alternate products based on cost, availability or specifications as needed.
Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed. Coordinate with manufacturing, sales, distribution, and vendors regarding shipments.
Generate new and repeat sales by providing product and technical information in a timely manner.
Educate customers about product terminology, features and benefits in order to improve sales and customer satisfaction.
Provide accurate information regarding availability of in-stock items.
Assist customers with warranties and returns.
Collaborate with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies. Coordinate problem resolution with appropriate departments.
Periodically reach out to customers to determine satisfaction with the organization, products, and services
Maintain records and prepare reports on sales activities.
Expand knowledge of HVAC products and keep current with latest trends within the industry
Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible.
Understand and follow work instructions, operating procedures, and company policies.
Participate in additional projects/activities to support ongoing business needs.