Parts Specialist
About The Position
Voted one of the Best Employers in NC in 2016, 2017, 2018 and 2019 by Business North Carolina Magazine, Hoffman Hydronics (formerly Heat Transfer Sales) is actively seeking qualified professionals who: Uphold and adhere to Hoffman Hydronics Core Values Provide a high level of customer service in a timely, effective, and efficient manner by resolving customer complaints and request by answering and transferring customer calls to the appropriate point of contact. Assist with or handle order placements, warranty issues, refunds, product recalls or exchanges. Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate customers when applicable and document all interactions with customers. Properly handle the processing of customer payments and update customer information as needed. Act as first responder for customer call-in requests regarding products or services. Ability and willingness to suggest solutions if a product malfunctions Must be comfortable with attempting to persuade customers in reconsidering cancellations of orders. Work closely with Customer Service Manager and other team members. Sell product and services. Process and enter sales orders and quotations into CRM (NetSuite) Assist in processing and pulling orders at counter sales for walk in customers. Facilitate pump repairs by communicating with customer and pump build and repair team. Utilize & Research Illustrated Parts List (IPL) / parts diagram. Occasional research of past orders Remain knowledgeable on products and technologies which Hoffman Hydronics represents. Other tasks as assigned.
Requirements
- Associate degree preferred but not required.
- 2 or more years’ experience in the HVAC industry preferred but not required.
- Minimum 2 years’ experience in similar role (Customer Service / Warranty & Parts Specialist)
- Highly developed interpersonal and analytical skills.
- A strong customer service presence and ability to develop lasting relationships
- Ability to read and dissect a parts diagram.
- Detail oriented, professional attitude, reliable.
- Strong time management, problem solving, decision making and analytical skills.
- Ability to multi-task, prioritize and manage time effectively.
- Proven customer service experience.
- Ability to always greet customers warmly via phone and in person.
- Demonstrated passion for excellence with respect to treating and caring for customers.
- Ability to work independently and within a team with emphasis on accuracy and timeliness.
- Must possess a personal need to consistently produce accurate and thorough results.
- Superior written and oral communication skills
- Proven problem solving, leadership and listening skills.
- Product and vendor knowledge (or the ability to quickly learn it)
- Strong mechanical aptitude
- Ability to work in a fast-paced environment and handle multiple task.
Responsibilities
- Uphold and adhere to Hoffman Hydronics Core Values
- Provide a high level of customer service in a timely, effective, and efficient manner by resolving customer complaints and request by answering and transferring customer calls to the appropriate point of contact.
- Assist with or handle order placements, warranty issues, refunds, product recalls or exchanges.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate customers when applicable and document all interactions with customers.
- Properly handle the processing of customer payments and update customer information as needed.
- Act as first responder for customer call-in requests regarding products or services.
- Ability and willingness to suggest solutions if a product malfunctions
- Must be comfortable with attempting to persuade customers in reconsidering cancellations of orders.
- Work closely with Customer Service Manager and other team members.
- Sell product and services.
- Process and enter sales orders and quotations into CRM (NetSuite)
- Assist in processing and pulling orders at counter sales for walk in customers.
- Facilitate pump repairs by communicating with customer and pump build and repair team.
- Utilize & Research Illustrated Parts List (IPL) / parts diagram.
- Occasional research of past orders
- Remain knowledgeable on products and technologies which Hoffman Hydronics represents.
- Other tasks as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
