Customer Service Representative

General Summary

The Sales Customer Service Representative will provide frontline support to customers and the sales team by handling inquiries, processing orders, and ensuring customer satisfaction throughout the sales cycle. This role requires excellent communication skills, attention to detail, and the ability to work collaboratively with sales, engineering, and operations teams. The successful candidate will act as a key point of contact for customers, managing all aspects of the customer experience including scheduling meetings, coordinating factory tours, and arranging lunches and hospitality for visiting customers. This role also supports the sales team in planning and executing events for sales representatives. The successful candidate will assist with product information, quotations, and post-sales support to enhance the overall customer experience in the HVAC manufacturing industry.

Key Duties/Responsibilities

• Respond to customer inquiries via phone, email, or in-person, providing timely and accurate information on HVAC products and services.
• Assist the sales team with order processing, quotations, and documentation.
• Coordinate with engineering and production teams to confirm lead times, product availability, and technical specifications.
• Maintain customer records, track orders, and update CRM systems to ensure accuracy of data.
• Support customers with after-sales needs, including warranty claims, service requests, and troubleshooting coordination.
• Prepare and distribute sales reports, order status updates, and related documentation.
• Assist in organizing sales presentations, trade shows, and customer meetings as needed.
• Schedule and coordinate customer visits, including agendas, meeting logistics, and factory tours of the Homestead facility.
• Arrange lunches, hospitality, and other accommodations for customers and visitors during on-site meetings and tours.
• Support the planning and execution of events for sales representatives, including logistics, venue coordination, and materials.
• Handle administrative tasks such as filing, invoicing support, and correspondence.
• Communicate proactively with customers to resolve issues and ensure high levels of satisfaction.
• Any other duties as assigned by a supervisor.

Required Qualifications

• Associate or Bachelor’s degree in Business Administration, Marketing, or related field preferred.
• Minimum of 2–4 years of experience in sales support or customer service, ideally within manufacturing or HVAC industries.
• Strong interpersonal and communication skills, with a customer-first mindset.
• Proficiency in Microsoft Office Suite; experience with ERP/CRM systems (such as SAP or Salesforce) is a plus.
• Excellent organizational skills and ability to manage multiple tasks simultaneously.
• Strong problem-solving skills with attention to detail and accuracy.
• Ability to work effectively in a fast-paced team environment.
• Bilingual (English/Spanish) preferred but not required.