Customer Service Representative

Lennox International - Richardson, TX

Full-time - Entry Level

Remote - Richardson, TX

Merchant Wholesalers, Durable Goods

About the position

The Customer Service Representative at ADP is responsible for providing exceptional customer service support related to the sales and logistics of HVAC products, including evaporator coils and air handlers. This role involves handling customer inquiries, processing orders, resolving discrepancies, and collaborating with various departments to ensure customer satisfaction and operational efficiency.

Responsibilities

• Handle inbound calls with professionalism and efficiency, addressing customer inquiries and providing timely support.
• Accurately process orders, including material numbers, quantities, and pricing.
• Resolve line holds due to pricing discrepancies or materials not listed on pricing.
• Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
• Conduct research on part numbers to ensure accurate order processing and resolve issues related to product information.
• Submit and manage credit and return requests for concealed damages, quantity shortages, carrier damages, pricing disputes, and other discrepancies as stated by the customer.
• Assist sales representatives with order placement, status updates, inventory lookup, and customer-related concerns.
• Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to the customer throughout the process.
• Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.
• Provide technical support for Part search and pricing.
• Review open orders for On-Time In-Full (OTIF) compliance and coordinate with production or supply chain for execution.
• Create and develop a centralized point of contact HUB for order management/tracking.
• Manage a high volume of Supply Chain or internal stakeholder requests or communications (via phone and/or email).
• Maintain accurate records of all internal and external interactions in the appropriate database/system (SalesForce, SAP, etc.).
• Propose new processes to drive continuous improvements and reduce inefficiencies.
• Identify and communicate areas for process improvement to management.
• Work with Accounting to minimize customer deductions with no resolution.
• Ensure the consistent adherence to department policies and procedures.
• Involve fellow team members in collaborative or team-empowered decisions based upon the company's vision and mission.
• Serve as an operational and management source of expertise and contribute to the success of the team/senior management team as a whole by supporting associated and team-wide initiatives.
• Lead the activities of the Customer Service dual role that supports our partners and key areas of business.

Requirements

• High school diploma or equivalent combination of education and experience; a bachelor's degree or equivalent is preferred.
• 2 years of related experience in customer service or a similar role.
• Excellent written and verbal communication skills, including effective listening skills.
• Ability to learn and understand technical terminology.
• Ability to work in a fast-paced goal-oriented environment.
• Ability to handle multiple tasks, stay organized, and focus on details.
• General knowledge of the organization and thorough knowledge of company products and services.
• Ability to navigate a computerized data entry system or other relevant applications.

Nice-to-haves

• Experience with SAP preferred.
• Proficient with Microsoft Office products including Word, Excel, and Outlook.

Benefits

• Competitive base salary
• Annual bonus based on company performance
• Excellent medical plans designed to support healthy lifestyles
• Mental and financial health programs
• Outstanding 401k with company match
• Employee stock purchase program
• Community involvement opportunities
• Robust employee assistance program