Customer Service Specialist

1 week ago

Albuquerque, New Mexico, United States AAF International (American Air Filter) Full time
Job description

AAF International offers the most comprehensive clean air solutions available across the globe. Selling under the American Air Filter and the AAF International brand names, AAF International has been an industry pioneer since 1921 and has grown to operations in over 22 countries with over 3000 employees. Our products are the industry benchmarks for quality and performance and deliver clean air solutions in residential, commercial, and industrial air pollution control, gas containment removal, power generation, and other stringent clean room environments.

We are a member of the Daikin Group, the world's largest air conditioning and clean air solutions provider with over $15 Billion in sales and 56,000 employees worldwide. Founded in 1924, Daikin has grown into a diversified industrial manufacturing company offering solutions in clean air, air conditioning, refrigeration, chemicals, oil hydraulics, defense systems, and electronics. AAF and Daikin are powered by our investment in people, products, and our processes.

Our culture of continuous improvement, safety, and world-class operations is powered by our people-centered management philosophy. This philosophy is built around mutual selection: while AAF seeks top-talent people to join and deliver on our team, we also want each team member to receive job satisfaction, growth & development, and continued happiness in being a long-term member of the AAF family. This is fueled by our belief in treating our people, our supply partners, our customers, and our environment with the trust and respect we each require and our passion to give back to our community for our success.

AAF International is an Equal Opportunity Employer M/F/Disability/Veteran.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship, veteran status, uniform servicemember status, age, disability or any other legally recognized protected personal characteristics.

We are looking for a Customer Service Representative

Primary Objective:

Provide world class Customer Service by exceeding customer expectations using advanced soft skill techniques, advanced product and system knowledge, and timely yet thorough problem-solving/dispute resolution. This role will serve as a cross-functional liaison working with other departments such as Sales, Accounts Receivable and Operations to ensure customer satisfaction.

Key Responsibilities:

  • Collaborate with customer, direct sales team, and other departments to provide information about products and services, quotes, order entry including will calls, order confirmations, invoice copies, customer complaints, and order status/maintenance.
  • Occasionally pull product in warehouse as required for backup purposes to ensure customer satisfaction.
  • Receives, investigates, and responds to customer inquiries while prioritizing urgent matters.
  • Maintain knowledge on lead times, product information, pricing, shipping schedules and other information to accurately and efficiently.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SAP and PC software systems.
  • New Customer Set-up in SAP including working with the credit and collections department to process credit application.
  • Maintain knowledge on company products and processes.
  • Customer Master File Maintenance including updating contact information, sold-to, ship-to, shipping terms, pricing, and customer specific text requirements.
  • Assists Credit department with invoice disputes and billing error resolutions.
  • Provide freight estimates as required to ensure customer satisfaction; work with Operations on delivery/freight estimates as required to ensure accuracy.
  • Performs other duties as assigned.

Requirements

  • High school diploma or equivalent is required. Associate or bachelor's degree preferred
  • Must be proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Prior SAP experience and SAP proficiency is desired.
  • 5 years' prior experience in customer service or related area.
  • Industry knowledge/experience is desired.
  • Duties require professional verbal and written communication skills and the ability to type 30+ wpm.
  • Must have ability to calculate figures and amounts such as discounts, commissions, and percentages. Must have ability to apply basic algebra and geometry.
  • Up to 10% travel as needed
  • Excellent verbal and written communication skills
  • Valid Driver License
  • Competent telephone skills
  • Must have reliable transportation to the branch location.
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Must be able to work in a warehouse environment that is partially indoors and partially outdoors.
  • Must be aware of people walking in front of oncoming forklift.
  • Safety glasses are required at all times in the production area to protect against dust and particles.
  • Closed toe shoes and long pants are required. Sleeveless shirts are prohibited in the warehouse and production areas.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The employee must occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk and sit. The employee is occasionally required to use fingers to handle or feel; reach with hands and arm; and stoop, kneel, crouch, or crawl.
  • Must be able to sit or stand for extended periods of time.
  • Must be able to sit at a desk and operate a computer and keyboard with accuracy and efficiency.
  • Must be able to stand and reach with hands and arms.
  • Must be able to climb ladders and stairs
  • Must be able to withstand both hot and cold atmosphere depending on weather conditions

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