CUSTOMER SERVICE REPRESENTATIVE - Lennox International : Job Details

WHO WE ARE:

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

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.

WHAT YOU WILL BE DOING:

PRIMARY FUNCTION:

Under general supervision, handles a variety of incoming customer calls and fulfills customer needs to ensure customer satisfaction.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Handle inbound calls with professionalism and efficiency, addressing customer inquiries and providing timely support.
• Accurately process orders, including material numbers, quantities, and pricing. Resolve line holds due to pricing discrepancies or materials not listed on pricing.
• Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
• Conduct research on part numbers to ensure accurate order processing and resolve issues related to product information.
• Submit and manage credit and return requests for concealed damages, quantity shortages, carrier damages, pricing disputes, and other discrepancies as stated by the customer.
• Assist sales representatives with order placement, status updates, inventory lookup, and customer-related concerns.
• Review open orders for On-Time In-Full (OTIF) compliance and coordinate with production or supply chain for execution.
• Create and develop a centralized point of contact HUB for order management/tracking.
• Manage a high volume of Supply Chain or internal stakeholder requests or communications (via phone and/or email).
• Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to the customer throughout the process.
• Maintain accurate records of all internal and external interactions in the appropriate database/system (SalesForce, SAP, etc.).
• Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.
• Propose new processes to drive continuous improvements and reduce inefficiencies.
• Identify and communicate areas for process improvement to management.

WHAT WE ARE LOOKING FOR:

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

• Must have a high school diploma or an equivalent combination of education and experience.
• A bachelors degree or equivalent is preferred and 2 years related experience.

OTHER SPECIAL REQUIREMENTS:

• 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 general knowledge of the organization and thorough knowledge of company, products and services. Requires ability to navigate a computerized data entry system or other relevant applications.

COMPUTER SKILLS:

• Proficient with Microsoft Office products including, but not limited to, Word, Excel, and Outlook, and live webinar.
• SAP experience preferred

WHAT WE OFFER

At Lennox, 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, as outlined in Lennoxs FlexWork guidelines, including the potential opportunity for remote work for select positions. This position is a hybrid role working Monday through Thursday in the office with the option to work on Friday at home.

In Addition, You Will Receive a

• Competitive base salary
• Annual Bonus based on company performance
• Excellent medical plans designed to support healthy lifestyles
• Mental and financial health programs
• Outstanding 401k with company match
• Employee stock purchase program
• Community involvement opportunities
• Robust employee assistance program
• And much, much more!

WE VALUE DIVERSITY

Here at Lennox, 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 is an equal opportunity employer.

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