Customer Service Specialist

Role Purpose

Join our high-performing team as a Customer Service Specialist, where you will take responsibility for managing key customer accounts, ensuring accurate order processing and seamless fulfillment. Your duties will include addressing customer inquiries, resolving issues, and facilitating clear communication between customers and internal teams to ensure efficient operations. You will play a pivotal role in maintaining strong, lasting customer relationships, ensuring clients are fully satisfied with both their orders and overall experience.

Additionally, you will provide support to colleagues by stepping in to assist with their accounts when necessary, ensuring customer service is not disrupted. If you are committed to providing outstanding service and managing orders with precision in a dynamic, team-oriented environment, we encourage you to apply!

• Oversee all aspects of order lifecycle for accuracy and timely delivery, ensuring adherence to company policies while proactively anticipating and meeting customer needs. This includes active monitoring of open orders to identify potential issues early, assisting customers in determining their product needs and recommending suitable substitutions when necessary, executing and monitoring delivery releases for shipment planning, and collaborating with numerous cross‑functional teams within the organization to ensure a seamless experience.
• Continuously nurture customer relationships by staying informed on product changes, industry updates, and key information. Facilitate virtual meetings as needed to ensure alignment of customer needs and upcoming changes.
• Provide customers with comprehensive guidance surrounding utilization of self‑serve tools.
• Assist customers in transitioning to new systems/tools, policies, and procedures, providing change management support.
• Handle customer interactions via email and phone, documenting all communication in Salesforce and ensuring timely follow-up and resolution of issues.

• High School Diploma or GED.
• 5+ years of customer service experience, preferably in a call center or similar high‑volume setting utilizing a CRM (Customer Relationship Management Software).

• Excellent communication skills—both verbal and written—able to interact professionally with customers and internal teams.
• Strong desire to provide outstanding customer service and a positive experience for distributors and clients.
• Proven ability to work effectively in a team‑oriented environment and collaborate across departments to achieve common goals and maintain a positive work environment.
• High degree of organization, reliability, flexibility, and adaptability.
• Meticulous and thorough, ensuring all customer data, orders, and communications are accurate.
• Strong problem‑solving skills and the ability to troubleshoot and resolve customer issues quickly and efficiently.
• Intermediate proficiency in Microsoft Excel.
• Familiarity with Salesforce.
• Familiarity with SAP or other order management systems is a plus.
• Experience in the HVAC industries or familiarity with product‑based customer service roles.