Customer Service Specialist

Systemair Manufacturing is the North American subsidiary of Systemair, Sweden, a global leader and innovator in the ventilation industry. The company’s commercial, industrial and residential ventilation products are sold throughout North America under the Fantech brand name.  

We are searching for a Customer Service Specialist for our Customer Care center located at our Lenexa, KS facility.  In this role, the Customer Service Specialist will be heavily involved with assisting our customers with product order and/or delivery questions, including helping the team with customer order entry.

A few words about our company. Employees are the foundation of our company. As such you may expect a friendly atmosphere and to participate with regular employee events - such as, cookouts, charitable walk/runs, and more! For those that thrive in this type of working environment, and for those interested in joining our crew, simply click on the ‘Apply’ button for further consideration. 

Customer Service Specialist Position Summary:

Responsible for handling primarily inbound calls and some outbound calls, providing excellent customer service by communicating key information in a professional manner to callers.  Processes customer orders, entering product and delivery information into computer system.  Reviews customer orders for accuracy.  Verifies product pricing, appropriate ship date, delivery type and method based on type of product, customer’s request, price of order and system prompts.  Follows up with Planning Department when necessary regarding product lead time.

Customer Service Specialist Essential Duties and Responsibilities:

• Answer inbound calls, ensuring that questions and inquiries are answered promptly, accurately and in a professional manner.
• Make outbound calls for follow-up to inquiries or questions regarding existing orders.
• Delivering best-in-class customer service by communicating professionally with energy, personal confidence.
• Establish and maintain a positive relationship with customer accounts and co-workers.
• Process and review customer orders, accurately entering transaction information into company’s order management system.
• Contact customers promptly with clarifying questions related to received customer order.
• Respond to customer phone or email inquiries regarding product availability, lead time and pricing, the status of their order(s) or tracking information.
• Efficient and effective resolution of customer issues or inquires. Escalates issues to appropriate departmental personnel or Manager when warranted.
• Conducts research to address customer inquiries or issues.  Provides timely response to customer in professional manner.
• Maintains files and supporting documentation in accordance to the company’s corporate, departmental, and ISO policies and procedures.

Customer Service Specialist Education, Experience and Skills:

Education: High School Diploma or equivalent. 

Experience:

• Customer Service phone experience required.
• Data entry experience preferred.

 Skills: 

• Strong Customer Service skills
• Strong listening skills, professional telephone manner and ability to deal tactfully and effectively with customers.
• Customer friendly attitude.
• Friendly and professional demeanor Ability to get along with others and exhibit a positive attitude.
• Ability to work effectively in a team environment.
• Ability to deal with conflict resolution effectively.
• Strong problem solving and decision-making skills.
• Detail oriented.
• Excellent written and verbal skills.
• Must be Proficient with MS Office applications