Customer Support Associate I

2 months ago

Grand Rapids, Michigan, United States American Air Filter Company, Inc. Full time

Company Overview:

American Air Filter Company, Inc. is a leader in providing comprehensive clean air solutions globally. Operating under the renowned brands of American Air Filter and AAF International, we have established ourselves as pioneers in the industry since 1921, with a presence in over 22 countries and a workforce exceeding 3000 employees. Our products set the standard for quality and performance, delivering effective air solutions across residential, commercial, and industrial sectors, including stringent clean room environments.

As a proud member of the Daikin Group, the largest provider of air conditioning and clean air solutions worldwide, we benefit from a vast network and resources, with over $15 billion in sales and 56,000 employees globally. Daikin's diversified manufacturing capabilities span clean air, refrigeration, chemicals, and more, reinforcing our commitment to excellence through our people, products, and processes.

At American Air Filter, we embrace a culture of continuous improvement, safety, and world-class operations, driven by a people-centered management philosophy. We believe in mutual selection, ensuring that while we seek top talent, we also prioritize job satisfaction, growth, and a fulfilling long-term career for every team member. Our core values emphasize trust, respect, and community engagement, which are integral to our success.

Position Overview:

We are currently seeking a Customer Service Specialist 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 customers and various internal departments, including Sales, Accounts Receivable, and Operations, to guarantee 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 by pulling products as needed to support customer satisfaction.
  • 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 information delivery.
  • Document customer interactions and transactions, detailing inquiries, complaints, and resolutions in SAP and other software systems.
  • Facilitate new customer setups 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 as necessary, coordinating with Operations for 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.
  • Prior experience with SAP is desirable.
  • 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, with a typing speed of 30+ wpm.
  • 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, which includes both indoor and outdoor settings.
  • Safety precautions, including wearing safety glasses and appropriate clothing, are mandatory in production areas.
Work Environment and Physical Demands:
  • Employees must occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required include close vision, distance vision, and depth perception.
  • Regularly required to talk or hear, stand, walk, and sit.
  • Must be able to operate a computer and keyboard accurately and efficiently.
  • Ability to climb ladders and stairs as needed.
  • Must be able to adapt to varying temperatures based on weather conditions.

American Air Filter Company, Inc. is an equal opportunity employer, ensuring all qualified applicants 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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