Customer Support Agent I

2 weeks ago

Albuquerque, New Mexico, United States American Air Filter International Full time
Job Overview

American Air Filter International is a leader in providing innovative clean air solutions worldwide. Operating under the American Air Filter and AAF International brands, we have been at the forefront of the industry since 1921, with manufacturing facilities in 22 countries and a workforce exceeding 6,000 employees globally. Our products set the standard for quality and efficiency, catering to commercial, industrial, and residential needs, from household filters to critical cleanroom and power generation applications.

As a proud member of the Daikin Group, the largest air conditioning manufacturer globally, we leverage our extensive resources and expertise. Founded in 1924, Daikin has diversified into various sectors, including clean air, refrigeration, chemicals, and electronics, with a workforce of over 75,000 and annual revenues of $30 billion.

Our commitment to continuous improvement, safety, and operational excellence is reflected in our people-centered management philosophy. We believe in mutual selection, ensuring that while we seek exceptional talent to enhance our team, we also prioritize job satisfaction, professional growth, and long-term happiness for all employees. Our values emphasize respect and trust among our people, partners, customers, and the environment, along with a strong dedication to community engagement.

Position Summary:

We are currently seeking a Customer Service Representative to deliver exceptional customer service by surpassing client expectations through advanced interpersonal skills, comprehensive product knowledge, and effective problem-solving techniques. This role acts as a vital link between various departments, including Sales, Accounts Receivable, and Operations, to ensure customer satisfaction.

Key Responsibilities:

  • Engage with customers, the sales team, and other departments to provide information regarding products and services, process orders, and address customer inquiries and complaints.
  • Occasionally assist in the warehouse to ensure customer satisfaction by pulling products as needed.
  • Investigate and respond to customer inquiries, prioritizing urgent issues.
  • Maintain up-to-date knowledge of lead times, product details, pricing, and shipping schedules to ensure accurate and efficient service.
  • Document customer interactions and transactions, including inquiries, complaints, and resolutions in SAP and other software systems.
  • Facilitate new customer setup in SAP, collaborating with the credit and collections team to process applications.
  • Update and maintain the Customer Master File, ensuring accurate contact information and pricing.
  • Assist the Credit department with invoice disputes and billing issues.
  • Provide freight estimates and collaborate with Operations to ensure delivery accuracy.
  • Perform additional duties as assigned.

Qualifications:

  • High school diploma or equivalent is required; an associate or bachelor's degree is preferred.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) is essential.
  • Experience with SAP is preferred.
  • A minimum of 5 years of experience in customer service or a related field is required.
  • Industry knowledge and experience are advantageous.
  • Strong verbal and written communication skills are necessary, along with the ability to type at least 30 words per minute.
  • Ability to perform basic calculations, including discounts and percentages, is required.
  • Willingness to travel up to 10% as needed.
  • Competent telephone skills are essential.
  • Must be able to work in a warehouse environment that includes both indoor and outdoor settings.
  • Safety glasses and appropriate attire are required in the production area.

Work Environment and Physical Demands:

  • The role may require lifting and moving items up to 25 pounds.
  • Specific vision abilities required include close vision, distance vision, and depth perception.
  • Regularly required to talk, hear, stand, walk, and sit for extended periods.
  • Must be able to operate a computer and keyboard efficiently.
  • Must be able to withstand varying temperatures based on weather conditions.

American Air Filter International is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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