Customer Service Representative

2 weeks ago

Louisville, Kentucky, United States American Air Filter Company, Inc. Full time
Job Title: Customer Service Specialist I

At American Air Filter Company, Inc., we are committed to delivering world-class clean air solutions to our customers. We are seeking a highly skilled and customer-focused Customer Service Specialist I to join our team.

Job Summary:

The Customer Service Specialist I will be responsible for providing exceptional customer service by exceeding customer expectations using advanced soft skill techniques, product knowledge, and timely problem-solving. This role will serve as a cross-functional liaison working with other departments to ensure customer satisfaction.

Key Responsibilities:
  • Collaborate with customers, sales teams, and other departments to provide information about products and services, quotes, order entry, and customer complaints.
  • Receive, investigate, and respond to customer inquiries while prioritizing urgent matters.
  • Maintain knowledge on lead times, product information, pricing, shipping schedules, and other relevant information to accurately and efficiently respond to customer inquiries.
  • 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.
  • Set up new customers in SAP, working with the credit and collections department to process credit applications.
  • Maintain knowledge on company products and processes.
  • Assist the credit department with invoice disputes and billing error resolutions.
  • Provide freight estimates as required to ensure customer satisfaction, working with Operations on delivery and freight estimates.
Requirements:
  • High school diploma or equivalent required; associate or bachelor's degree preferred.
  • 5 years' prior experience in customer service or a related area, preferably in a manufacturing or industrial environment.
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) required.
  • Industry knowledge or experience desired.
Core Competencies:
  • Communication skills
  • Ability to calculate figures and amounts such as discounts, commission, and percentages.
  • Ability to apply basic algebra and geometry.
  • Problem analysis and solving
  • Organizational and planning skills
  • Attention to detail
  • Creativity
  • Team player
  • Stress tolerance
Additional Requirements:
  • Commercial extravert personality with a willingness to build relationships with external and internal customers.
  • Ability to contact customers in a proactive way.
  • Health, safety, and environmentally conscious.
  • English communication skills, including face-to-face, telephone, and written communication.
  • A first-level response to customer inquiries.
  • Flexible approach to working, with a willingness to accept changing priorities.
  • Ability to seek support from a manager when needed.
  • Telephone contact and communication skills are an asset for this role.

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