Customer Service Specialist II

Overview

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA.

We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier.

ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

Lennox (NYSE : LII) is an industry leader in energy-efficient climate-control solutions founded over a century ago on the principles of integrity and innovation.

Dedicated to sustainability and creating comfortable, healthier environments for our residential and commercial customers while reducing their carbon footprint, we lead the field in innovation with our cooling, heating, indoor air quality, and refrigeration systems.

Job Description

PRIMARY FUNCTION :

Under general supervision, handles a variety of incoming customer calls and fulfills customer needs to ensure customer satisfaction.

PRIMARY DUTIES AND RESPONSIBILITIES :

• May respond to email inquiries.
• Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Processes new orders based on customer requests.
• Tracks open orders to ensure completeness in a prompt manner.
• Checks pricing and verifies availability.
• Reviews and troubleshoots customer problems and initiates standard action for repair, replacement, return or field service as guided by customer service policies.
• Use computerized system for tracking information gathering and / or troubleshooting.
• Provides support to lower level staff on non-standard cases where policy and practice are not formalized or documented and individual case, determination may be required.
• Refers highly unusual situations to higher authority for review and reconciliation.
• May assess needs and suggest / promote alternative products or services.
• Customer service is the primary function, but may include minimal selling or promotion or products or services.

Qualifications

EDUCATION AND / OR EXPERIENCE REQUIREMENTS :

• Must have a high school diploma or an equivalent combination of education and experience.
• A bachelor’s degree or equivalent is preferred and 2 years’ related experience.

OTHER SPECIAL REQUIREMENTS :

Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology.

Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized and focused on details.

Requires general knowledge of the organization and thorough knowledge of company, products and services. Requires ability to navigate a computerized data entry system or other relevant applications.

COMPUTER SKILLS :

• Proficient with Microsoft Office products including, but not limited to, Word, Excel, and Outlook, and live webinar.
• SAP experience preferred

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