Job Description

The Senior CSA assists the Branch Manager in all his duties, while being the daily face of the company to our customers, it is imperative to ensure they have a positive experience, while maintain our safety, quality, and other policies and standards.

• * As a part of the branch team positively engage in our Zero Harm culture. Zero Harm is our vision that aims to eliminate all incidents, accidents, injuries, and harm in the workplace and to the environment. It is a commitment to ensure the safety and well-being of employees, contractors, and all individuals involved in our operations.
  

  • Ensure incidents, near-misses, and unsafe conditions are properly reported, and eliminated in a timely manner.
  • Ensure your PPE compliance and as a member of a team, help other do the same.
  • As a part of branch team delight our customers by providing quality products and services which meet or exceed their requirements and evolving expectations. This is achieved through a commitment to continuous improvement and the pursuit of a zero-defect culture.
  • Manage customer relationships and enhance the customer experience.
  • Engage in supporting the Branch Manager to enable the efficient operation of the branch in accordance with current guidelines, policies, practices, and procedures.
  • Communicate daily with customers via phone, fax, e-mail, or in person.
  • Enter customer orders, look up parts, parts research, and warranties.
  • Promote and support sales promotions.
  • Actively collaborate with regional sales force and other field staff to deliver premier customer service.
  • Work closely with other vital departments such as credit, billing, shipping, purchasing, technical service, marketing, etc.
  • Research and resolve customer issues ad complaints.
  • Provide regular communication with our customers to scheduled dates and backorder status of product.
  • Research and processes credit and return requests.
  • Perform daily maintenance to customer orders to ensure timely delivery based on customer demand.
  • Assist in shipping and receiving activities as required to assure that products are handled and stored in a safe and efficient manner.
  • Oversee pricing and margins on orders and make appropriate adjustments when warranted.
  • Proactively assist the Branch Manager in the effective operation of the location.
  • Other duties as directed.

Qualifications

• 4-6 years of customer service experience.

• High School diploma or equivalent combined education and experience.

• Strong interpersonal, customer relationship and decision-making skills.

• Effective and professional communication and organization skills.

• Ability to work effectively as a member of a team in a high-volume fast-paced environment.

• Strong analytical skills.

• Proficiency in Windows and Microsoft Office software is a plus.

• HVAC industry experience preferred including warehouse and forklift operations.

• Describe reading, corresponding, and language requirements

• Include presentation or training skills if needed

Note the above is representative of the work performed and are not intended to be all inclusive of actions within a position.

Additional Information

All your information will be kept confidential according to EEO guidelines.