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! For those that thrive in this type of working environment, and for those interested in joining our crew, simply click on the ‘Apply’ button for further consideration.

Basic Functions (or Position Summary):

Responsible for accepting and processing customer orders, communicating key information to customers as required, and providing general customer service throughout the ordering and delivery processes. Receives customer orders by phone, mail, email, fax, or sales reps. Enters product delivery information into computer system. Verifies product specifications, pricing, packaging, and delivery. Maintains reports regarding calls received, orders taken, and products shipped. Determines appropriate delivery method based on type of product and customer’s need

Essential Duties and Responsibilities:

1. Receive, review and process customer orders daily, accurately entering transaction information into company’s order management system.

2. Contact customers promptly with clarifying questions related to received customer order.

3. Answer incoming calls and make outbound calls to customers to provide status updates on new and/or existing orders.

4. Efficient and effective resolution of customer issues or inquires. Escalates issues to Customer support Specialist when necessary.

5. Conducts research to address customer inquiries or issues. Provides timely response to customer in professional manner.

6. Respond to customer email and phone inquiries regarding the status of their order(s), tracking information and proof of delivery.

7. Maintains files and supporting documentation in accordance to the company’s corporate, departmental, and ISO policies and procedures.

*Marginal position functions that are not included among the essential duties and responsibilities in this position description are also requirements of this position.

*This position requires regular on-time attendance as outlined by Human Resources or your supervisor(s). The position also requires the ability to work independently or in a team setting. You will be expected to accept direction from your supervisor, management and subordinate personnel and to work amicably and productively with co-workers.

Supervisory Responsibilities: None.

Requirements

Education and Experience:

Education: High School Diploma or equivalent.

Experience:

1. One – two years of Customer service experience is preferred.
2. Knowledgeable of customer service principles and practices.
3. Data entry experience.

Skills:

1. Effective Listening
2. Clear communication
3. Positive language / Persuasive Speaking
4. Patience/ Self-Control
5. Attentiveness / Attention to Detail / Accuracy
6. Product and Application Knowledge
7. Must have strong organizational skills
8. Possess strong work ethic
9. Good decision-making skills / Taking Responsibilities
10. Strong time management and organizational skills
11. Continuous Improvement

Desired Certificates, Licenses, Registrations: None.

Physical Demands:

The physical demands described here and above are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the position.

Work Environment:

The work environment characteristics described here and above are representative of those that an employee encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the position.

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.