Logistics Cust Service Rep 1

Daikin Comfort•Waller, TX

16d

About The Position

The Logistics Customer Service Representative responds to customer’s inquiries or complaints regarding the organization’s products or services. Determines best method to resolve problems to ensure customer satisfaction and adherence to the organization’s policies. Coordinates problem resolution with appropriate departments. Informs customers of standard procedures or resolution of problem. Must be knowledgeable of the organization’s products, services, procedures and practices. Responsible for order management by handling all the details from purchase order to shipment of product. This position serves as the primary point of contact for independent distributors and COD branches. The CSR supports the Sales Managers by developing and improving phone-based revenue generation through the creation of sales leads, initiation of prospect calls, and establishment of ongoing rapport with existing and potential customers. Responsible for meeting established sales quotas. Monitors competitive activity and trends within territory.

Requirements

HVAC product knowledge and market knowledge
Excellent customer service skills
Problem solving, de-escalating and resolving conflicts
Effective verbal and written communication and listening skills
Working knowledge of MS Office – Excel, Word, PowerPoint, and Outlook – and data entry
Quality focus – attention to detail and accuracy and effective documentation skills
Ability to analyze and process information
Excellent organizational and time management skills including prioritization skills to complete projects on time
Strong team player, results orientated, dedication to excellence and sense of urgency to achieve business objectives
Ability to apply good judgement, strong work ethics and integrity on the job
Ability to establish positive working relationships with internal and external customers and employees
1-3 years of experience
High School diploma or GED equivalent

Responsibilities

Order fulfillment and order maintenance processes.
Open customer accounts by recording account information.
Create and maintain customer records by updating account information
Assist customers with product availability, pricing, order status, product match-up, service parts substitutions, shipping information, and other functions necessary to serve customer accounts.
Monitor scheduled shipment dates to ensure timely delivery and expedite date of delivery.
Educate customers about terminology, features and benefits of products in order to improve sales and customer satisfaction.
Collaborate with Sales Mangers to verify pricing discounts and customer details.
Attract potential customers by answering product and service questions and suggesting information about other products and services.
Process Return Materials Authorizations (RMAs) and transfer requests; AAA (Credit/Debits) and Damage Claims
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Follow up with customers to ensure customer satisfaction, document and report matters that need addressing.
Maintain financial accounts by processing customer adjustments.
Prepare product or service reports by collecting and analyzing customer information.
Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Contribute to team efforts by accomplishing related results as needed.