Customer Service / Parts Associate

Position Title: Customer Service / Parts Associate
Department: Sales & Customer Service
Reports to: Customer Service Manager
Works with: Employees, Vendors, Customers and Engineers

Do you understand technical concepts easily? Are you a great communicator? Do you value developing relationships with your customers? Do you like the idea of working with a team of people who adhere to a set of core values that drives business forward? We may have a position for you.

Voted one of the Best Employers in NC in 2016, 2017, 2018 and 2019 by Business North Carolina Magazine, Hoffman Hydronics (formerly Heat Transfer Sales) is actively seeking qualified professionals who:

• Uphold and adhere to Hoffman Hydronics Core Values
• Provide a high level of customer service in a timely, effective, and efficient manner by resolving customer complaints and request by answering and transferring customer calls to the appropriate point of contact.
• Assist with or handle order placements, warranty issues, refunds, product recalls or exchanges.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate customers when applicable and document all interactions with customers.
• Properly handle the processing of customer payments and update customer information as needed.
• Act as first responder for customer call-in requests regarding products or services.
• Ability and willingness to suggest solutions if a product malfunctions
• Must be comfortable with attempting to persuade customers in reconsidering cancellations of orders.
• Work closely with Customer Service Manager and other team members.
• Sell product and services.
• Process and enter sales orders and quotations into CRM (NetSuite)
• Assist in processing and pulling orders at counter sales for walk in customers.
• Facilitate pump repairs by communicating with customer and pump build and repair team.
• Utilize & Research IPL’s
• Occasional research of past orders
• Remain knowledgeable on products and technologies which Hoffman Hydronics represents.
• Other tasks as assigned.

Education and Experience

• Associate degree preferred but not required.
• 2 or more years’ experience in the HVAC industry preferred but not required.
• Minimum 2 years’ experience in similar role (Customer Service / Warranty & Parts Specialist)
• Highly developed interpersonal and analytical skills.
  

Skills and Qualifications

• A strong customer service presence and ability to develop lasting relationships
• Detail oriented, professional attitude, reliable.
• Strong time management, problem solving, decision making and analytical skills.
• Ability to multi-task, prioritize and manage time effectively.
• Proven customer service experience.
• Ability to always greet customers warmly via phone and in person.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to work independently and within a team with emphasis on accuracy and timeliness.
• Must possess a personal need to consistently produce accurate and thorough results.
• Superior written and oral communication skills
• Proven problem solving, leadership and listening skills.
• Product and vendor knowledge (or the ability to quickly learn it)
• Strong mechanical aptitude
• Ability to work in a fast-paced environment and handle multiple task.

Working Conditions

• Normal office environment
• Moderate lifting may be required to move equipment, files and supplies.
• Minimal travel may be required at times.
• Flexibility to work outside of normal office hours to ensure task are completed.
• Occasional work in outside weather conditions

Physical Demands

• Standing: Frequently
• Walking: Frequently
• Sitting: Frequently
• Handling/Fingering: Frequently
• Bending: Frequently
• Pushing/Pulling 12 lbs or less: Frequently
• Lifting/Carrying 10 lbs or less: Frequently
• Lifting/Carrying 11-20 lbs: Occasionally
• Reaching Outward: Occasionally
• Reaching Above Shoulder: Occasionally
• Squatting/Kneeling: Occasionally

This job description is intended to provide information regarding the essential functions and basic duties of this position. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and duties that could be assigned. Additional functions and requirements may be assigned by management as it deems appropriate. This document does not constitute a contract and is subject to change at the discretion of Hoffman Hydronics.

No phone calls or drop-ins please.

EEO Employer/Vets/Disabled