Logistics Customer Service Representative 2

Daikin Comfort Technologies Manufacturing, L.P., is seeking a professional, skilled individual for our Customer Service Representative position within our Logistics organization located at our DTTP - Waller, TX facility. 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

Position Responsibilities

May include;

• Order fulfillment and order maintenance processes.
• Assist customers with product availability, pricing, order status, product match-up, service parts substitutions, shipping information, and other functions necessary to serve customer accounts.
• Attract potential customers by answering product and service questions; suggesting information about other products and services.
• Open customer accounts by recording account information.
• Maintain customer records by updating account information.
• Process RMA and transfer requests.
• 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.
• Maintain financial accounts by processing customer adjustments.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Perform additional projects/duties to support ongoing business needs
• Must be knowledgeable of the organization’s policies, procedures, practices, products and services. This position serves as the primary point of contact for independent distributors and COD branches.
• Responds to customer’s inquiries or complaints regarding the organization’s products or services.
• Makes periodic calls to existing customers to determine satisfaction with the organization, products and 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. Follows up, either verbally or in writing, to ensure customer satisfaction.

Knowledge & Skills

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

Experience

3 – 6 years of customer service experience within HVAC industry

Education

High School diploma or GED equivalent

Physical Requirements / Work Environment

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

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company 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. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

#IND123

Behaviors

• Loyal: Shows firm and constant support to a cause
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well