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Customer Service Support Representative

2 months ago

West Chester, United States Lasko Products Full time

Lasko Products, an industry leader of home environment products for over 100 years, is seeking a Customer Service Support Representative for our West Chester, PA headquarters.

The Customer Service Support Representative is responsible for servicing customer inquiries in a fast-paced contact center environment. This role is responsible for utilizing retail performance tracking tools, compiling data and competitive intelligence from multiple sources, supporting sales post-sale, ensuring seamless execution of orders per the individual requirements of each account, troubleshooting and general information. In addition, this role will collaborate with team members across the organization to execute seasonal programs.

Essential Functions

  • Process customer information and purchase orders with a high-level of accuracy
  • Connect with customers via phone, email, and chat related to order information, status and shipping
  • Communicate with Sales, Manufacturing, and Shipping to ensure timely and accurate order fulfillment
  • Follow all department policies and procedures
  • Maintain a positive representation of the brand at all times
  • Responsible for efficiently processing parts orders, product warranties, and product returns according to established department policies and procedures
  • Multi-channel support using platforms
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Support sales process from product sell-in through post-sale follow-up
  • Monitor inventory and order requirements to meet customer needs
  • Gather data across accounts, regions, distribution channels, and products
  • Other tasks may be required on an as needed basis
Competencies, Abilities and Educational Requirements
  • High School Diploma or GED equivalent
  • Ideally 3+ years of call center experience
  • Problem Solving.
  • Excellent Verbal and Written Communication Skills
  • Customer Focused
  • Strong Multi-tasking Abilities
Certifications and Special Requirements

Proficient in Microsoft Outlook and Office based applications. QAD experience preferred but not required.

About the Company

Lasko Metal Products was founded in 1906 by Henry Lasko in Philadelphia. Lasko designs, manufactures, assembles, and distributes portable fans, heaters, and humidifiers for the consumer market (Lasko brand), air purifiers (Germ Guardian brand), ventilation products such as range hoods and bathroom exhaust fans to the construction industry (Air King brand) and water damage restoration products such as air scrubbers and dehumidifiers (B-Air brand). Lasko's products are sold in North America, South America, the Caribbean, and Asia. The company is recognized as the leader in the portable fan and portable heating categories and proudly operates American manufacturing, assembly, and distribution facilities across the US. Lasko's leading market share in fans and heaters is 2X - 4X larger than the #2 brand. Lasko's domestic production capabilities uniquely position Lasko to serve its customers.

Lasko's Mission is to improve everyday life with trusted products which create a healthier and more comfortable environment. The company's success is based on 5 Core Values:
  • Be Bold:
    • Challenge the status quo
    • Courageously pursue the impossible
    • Reject mediocrity
  • Be Together
    • Work together for success
    • Drive trust and candor with each other
    • Prioritize "We" before "I"
  • Be A Leader
    • Lead with personal conviction
    • Inspire each other to deliver high- quality results
    • Leverage resilience and agility to drive excellence
  • Be Accountable
    • Consistently deliver to our customers
    • Embrace commitments as a contract
    • Take pride in our actions
  • Be The Change
    • Demonstrate a passion to win
    • Make a difference at work in our communities
    • Step forward and take initiative

The Lasko family owned and operated Lasko Products until November 2016, when private investment firms Comvest Partners and JW Levin Management Partners ("JWLMP") acquired the business. Comvest Partners and JWLMP are committed to growing the business with investments in growth and productivity.

Geographic Reach

Based in the greater Philadelphia, PA area, Lasko Products operates in locations throughout the US and Canada. The company's Tennessee, Texas, and Pennsylvania manufacturing facilities produce both indoor and outdoor fans and heaters. The company also sources select products internationally from China, Taiwan, Vietnam, Malaysia, and India. Lasko operates distribution centers in all manufacturing locations plus Nevada and Ohio.

Diversity & Inclusion

Comvest and its portfolio companies recruit, employ, train, compensate and promote regardless of race/national origin, gender/gender identification, sexual orientation, age, disability status, veteran status, religious affiliation, and other protected status. We have a clear vision to be the place where diverse talent wants to come, stay, and do their best work. We know our companies run on the hard work and dedication of our passionate and smart employees. We believe that diversity within an organization creates long-term value for the organization itself and its constituents. Comvest and its portfolio companies are high performing organizations that seeks to hire hard-working and dedicated high performers. While Comvest and its portfolio companies always strive to look at a diverse pool of candidates, we will always choose the most qualified candidate for the job being recruited for, in order to strive for success for both the employee and the firm.