Customer Service Associate
Job Number: 11434
External Description:
We are seeking a customer-focused, detail-oriented, and solution-driven Customer Service Associate to join our team. In this role, you will be the first point of contact for our customers, helping to resolve inquiries, provide information, and ensure a positive experience with our products and services. As a Customer Service Associate, you will be responsible for maintaining orders, handling customer inquiries, and ensuring timely and accurate communications with internal teams and customers. In this role, you will take on the management of customer accounts in the absence of Account Managers and will be expected to take ownership of tasks, demonstrate initiative, and work collaboratively with a team of high performers to deliver outstanding customer service.
Key Responsibilities
Respond promptly, professionally, and empathetically to customer inquiries by phone, email, and Salesforce, ensuring all interactions are accurately documented in Salesforce.
Maintain current knowledge of product changes and key business information to effectively support customers.
Assume responsibility for customer accounts when Account Managers are unavailable, ensuring uninterrupted service, accurate order maintenance, complete documentation of account requirements, and coordinated communication with internal teams.
Perform order entry, order maintenance, mass order changes, and follow-up activities in accordance with established processes and policies.
Proactively follow up on customer and order-related issues, driving timely resolution and escalating unresolved concerns to the appropriate internal contacts when needed.
Contribute to team goals and participate in team meetings and training sessions as required to support departmental effectiveness and continuous improvement.
Required Qualifications
High school diploma or GED.
Minimum of five years of experience in customer service, order management, or a comparable high-volume operational environment utilizing CRM systems.
Preferred Qualifications
Demonstrated ability to deliver consistent service while maintaining process accuracy, responsiveness, and accountability.
Excellent verbal and written communication skills, with the ability to interact professionally and effectively with customers and internal teams.
Demonstrated ability to take ownership and collaborate effectively across functions to resolve or prevent issues.
Strong organizational skills, dependability, and discipline in following established policies and processes.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Experience with SAP, Salesforce, or similar order management and customer relationship management systems.
Experience in the HVAC industry or product-based customer service roles.
Intermediate proficiency with Microsoft 365 applications.
Job Number: 30217015
Community / Marketing Title: Customer Service Associate
Location_formattedLocationLong: Tennessee, US