What are the responsibilities and job description for the Customer Service Specialist position at Systemair NA?
Description
Systemair Manufacturing is the North American subsidiary of Systemair, Sweden, a global leader and innovator in the ventilation industry. The company’s commercial, industrial and residential ventilation products are sold throughout North America under the Fantech brand name.
We are searching for a Customer Service Specialist for our Customer Care center located at our Lenexa, KS facility. In this role, the Customer Service Specialist will be heavily involved with assisting our customers with product order and/or delivery questions, including helping the team with customer order entry.
A few words about our company. Employees are the foundation of our company. As such you may expect a friendly atmosphere and to participate with regular employee events such as, cookouts, charitable walk/runs, and more!
Customer Service Specialist Position Summary:
Processes customer orders, entering product and delivery information into computer system. Reviews customer orders for accuracy. Verifies product pricing, appropriate ship date, delivery type and method based on type of product, customer’s request, price of order and system prompts. Follows up with Planning Department when necessary regarding product lead-time. Responsible for handling primarily inbound calls and some outbound calls, providing excellent customer service by communicating key information in a professional manner to callers.
Customer Service Specialist Essential Duties and Responsibilities:
- Process and review customer orders, accurately entering transaction information into company’s order management system with high attention to detail.
- Contact customers promptly with clarifying questions related to received customer order.
- Answer inbound calls, ensuring that questions and inquiries are answered promptly, accurately and in a professional manner.
- Make outbound calls for follow-up to inquiries or questions regarding existing orders.
- Delivering best-in-class customer service by communicating professionally with energy, personal confidence.
- Establish and maintain a positive relationship with customer accounts and co-workers.
- Respond to customer phone or email inquiries regarding product availability, lead-time and pricing, the status of their order(s) or tracking information.
- Efficient and effective resolution of customer issues or inquires. Escalates issues to appropriate departmental personnel or Manager when warranted.
- Conducts research to address customer inquiries or issues. Provides timely response to customer in professional manner.
- Maintains files and supporting documentation in accordance to the company’s corporate, departmental, and ISO policies and procedures
Requirements
Customer Service Specialist Education, Experience and Skills:
- High School Diploma or equivalent.
- Data entry experience required (minimum 1 year).
- Customer Service experience required.
- Customer Service phone experience preferred.
- Effective listening
- Clear communication
- Positive language and persuasive speaking
- Patience and self-control
- High level of attention to detail and accuracy
- Product and application knowledge
- Must have strong organizational skills
- Possess strong work ethic
- Good decision-making skills; takes responsibility
- Strong time management skills
- Continuous Improvement
