Experienced Logistics Customer Service Representative 2 – Driving Customer Satisfaction and Revenue Growth at arenaflex

At arenaflex, we are committed to delivering exceptional customer experiences and driving business growth through innovative solutions. As a Logistics Customer Service Representative 2, you will play a vital role in ensuring customer satisfaction, resolving complex issues, and driving revenue growth through effective sales strategies. If you are a customer-focused professional with a passion for delivering outstanding results, we encourage you to apply for this exciting opportunity.

Job Summary:

As a Logistics Customer Service Representative 2 at arenaflex, you will be responsible for providing exceptional customer service, resolving complex issues, and driving revenue growth through effective sales strategies. You will serve as the primary point of contact for independent distributors and COD branches, handling all aspects of order management, from purchase order to shipment of product. You will also support Sales Managers in 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.

Key Responsibilities:

* Order fulfillment and order maintenance processes, including opening customer accounts, creating and maintaining customer records, and monitoring scheduled shipment dates to ensure timely delivery.

• Assist customers with product availability, pricing, order status, product match-up, service parts substitutions, shipping information, and other functions necessary to serve customer accounts.
• Educate customers about terminology, features, and benefits of products to improve sales and customer satisfaction.
• Collaborate with Sales Managers 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, and 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.

Nature and Scope:

* Works within knowledge of arenaflex's products, services, procedures, and practices.

• Collaborates with Sales Managers, independent distributors, and COD branches to drive revenue growth and customer satisfaction.

Knowledge and Skills:

* HVAC product knowledge and market knowledge.

• Excellent customer service skills, including 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-oriented, dedication to excellence, and sense of urgency to achieve business objectives.
• Ability to apply good judgment, strong work ethics, and integrity on the job.
• Ability to establish positive working relationships with internal and external customers and employees.

Experience:

* 3-6 years of customer service experience within the HVAC industry.

Education:

* High School diploma or GED equivalent.

People Management:

* No.

Physical Requirements / Working Environment:

* Must be able to perform essential responsibilities with or without reasonable accommodations.

Reports to:

* Manager, Customer Service/Order Services.

Equal Employment Opportunity:

arenaflex provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law.

How to Apply:

If you are a motivated and customer-focused professional with a passion for delivering outstanding results, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking the link below. Apply Job! Apply for this job