Inside Sales / Customer Service - HVAC / Plumbing

Bornquist, celebrating its 85th year and one of the premier Manufacturer’s Reps in the Chicagoland area,has built dominant brand name recognition for every product that it represents in the Commercial, Industrial, HVAC and Plumbing markets in Northern Illinois. We offer competitive pay, benefits, and a friendly work environment for all employees. We focus on professional development by providing the necessary training for all employees to remain up-to-date on all our manufacturers and current technologies.

We believe our employees and customers will recognize us as a leader in our industry and a valuable resource!

We invite you to apply to be a part of our winning team!

We are an Equal Opportunity Employer: disability / veteran.

Benefits: Medical (HMO, HSA & PPO options), Dental, Vision, Generous Profit Sharing and 401k Program, Short Term & Long Term Disability, Employee Assistance Program, Employee Discounts through ADP LifeMart/LifeCare, Paid Time Off

Position summary:

This position is responsible for interacting with customers to provide information in response to inquiries about products and/or services and to address and resolve customer issues. HVAC Customer Service Representatives also enter and release orders obtained via phone, fax, e-mail and Outside Sales. Additionally, this position also assists in less technical product and system troubleshooting and replacement parts identification.

Duties and Responsibilities:

• Confer with customers by telephone, fax or email to provide pricing, availability and technical information about products and/or services.
• Take, enter, change, expedite and cancel customer orders as required.
• Work with engineers to ensure approval of submittals before final release of projects. Once approved, release jobs for order in our enterprise software.
• Follow up to learn who was awarded the job, once jobs are bid. Notifies salesman responsible for the awarded contractor/wholesaler.
• Create and processes quotes using manufacturer’s and supplier’s software/ecommerce sites as necessary.
• Work with customers and Purchasing Agent to process non-warranty return material requests.
• Process A/R debit and credit memo requests to resolve billing issues.
• Work with sales, purchasing, service department, warehouse, suppliers and customers as necessary to ensure resolution of customer concerns or issues.
• Record in CRM system details of customer interactions or transactions, quotes, inquiries, complaints, or comments, as well as actions taken.
• Build and maintain relationships with manufacturers, suppliers, engineers, contractors, end users and wholesalers.
• Perform other related duties as assigned by management.

Qualifications:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Associate's Degree (AA) or equivalent from a two-year college or technical school, or six months to one year related experience and/or training, or equivalent combination of education and experience is preferred.
• Computer skills required:
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general internet functionality required.
  • Proficiency utilizing Enterprise software preferred (Prophet 21 by Epicor). Training can be provided.
• Other skills required: 
  • Excellent customer service skills with a strong desire to go above and beyond to exceed customer expectations.
  • Strong mechanical aptitude and understanding of the systems and equipment technicians are working on and the tools they use.
  • Talking to others to convey information effectively.
  • Resolving conflicts, hiring, developing and motivating employees.
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • The ability to accurately assess customer needs, meeting quality standards for services and evaluation of customer satisfaction.

Competencies:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Physical Demands and Work Environment:

• Frequently required to stand, walk, and sit.
• Continually required to utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, or kneel. 
• Continually required to talk or hear.
• Continually utilize visual acuity to read technical information and use a keyboard.
• Occasionally required to lift/push/carry items less than 25 pounds.
• Specific vision abilities required by this job include: close vision; distance vision; depth perception and ability to adjust focus.