Customer Order Support II

Company Overview

Lennox (NYSE: LII) is an industry leader in energy-efficient climate-control solutions founded over a century ago on the principles of integrity and innovation. Dedicated to sustainability and creating comfortable, healthier environments for our residential and commercial customers while reducing their carbon footprint, we lead the field in innovation with our cooling, heating, indoor air quality, and refrigeration systems.

Heatcraft Refrigeration is a long-standing leader in the world of commercial refrigeration, providing climate-control solutions. Their state-of-the-art manufacturing facilities in the cities of Stone Mountain and Tifton, Georgia, produce evaporators, condensers, compressor racks, and other top-quality refrigeration products for their six market-leading brands: Bohn, Larkin, Climate Control, Chandler, Magna Industrial and InterLink. Heatcraft products are primarily used to preserve food and other perishables in supermarkets, convenience stores, restaurants, warehouses and distribution centers, in addition to other applications such as data centers, pharmaceutical and industrial process cooling.

Location: Stone Mountain, GA (Hybrid)

Job Description

As the Customer Order Support II, you will perform complex customer service work. Works under general supervision, with limited latitude for the use of initiative and independent judgment; may occasionally perform higher-level work or assist others in performing such work.

 WHAT YOU'LL BE DOING

• Prepare, interpret, and disseminate information concerning company programs and procedures.
• Interpret and explain rules, regulations, policies, and procedures to others in Level I & II.
• Able to resolve intermediate issues through phone/email/salesforce cases with limited assistance.
• Escalates unresolved issues to relevant internal teams.
• Collect prompt and accurate customer feedback.
• Ability to meet company’s Service Level Agreements (SLAs).
• Receive and process Standard Equipment orders for entry.
• Resolve basic to complex customer service problems.
• Create and maintain activity logs, files, and reports on services.
• Well versed with Heatcraft Products and services.
• Basic Product Knowledge Training. Minimum passing Grade of 80% or higher.
• Assist Level I associates with direction on who to go to for key information and solutions.

Qualifications

WHAT WE ARE LOOKING FOR

In order to be successful in this role, you will need to have the following:

• Requires a high school diploma or an equivalent combination of education and experience.
• A bachelor's degree or equivalent is preferred.
• Atleast 2 years related experience.
• Excellent written and verbal communication skills, including effective listening skills.
• Ability to learn and understand technical terminology.
• Must be able to work in a fast-paced goal-oriented environment.
• Able to handle multiple tasks, stay organized, and focused on details.
• Requires limited knowledge of the organization, products and services.
• Requires ability to navigate a computerized data entry system or other relevant applications (SAP, Salesforce, etc.).

The Compensation range for this position is approximately $38,000 - $50,400 and will be based on the candidate’s qualification, experience, and education. 

WHAT WE OFFER

At Heatcraft, we realize that our greatest assets are our employees. This is why we are committed to providing limitless opportunities for growth and development of all of our employees, largely promoting from within the organization. Lennox offers employees a variety of flexible work options. This position is a hybrid role working Monday through Thursday in the office with the option to work at home on Friday.  

• Competitive base salary
• Excellent medical plans designed to support healthy lifestyles
• Mental and financial health programs
• Outstanding 401K with company matching and 1-year bonus
• Employee Stock Purchase Program
• Community involvement opportunities
• Robust Employee Assistance Program
• And much, much more!

WE VALUE DIVERSITY

Here at Heatcraft, we believe that diversity and inclusion is critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Our goal is to build workplaces that reflect the communities where we live and work, support the growth and development of each team member as they strive to reach their full potential, and empower them to be their authentic selves. Lennox/Heatcraft is an equal opportunity employer.

Salary : $38,000 - $50,400