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Customer Service Representative

SPX Cooling Technologies
paid time off, 401(k)
United States, Ohio, Mason
Jul 12, 2024

Customer Service Representative

Mason, Ohio, United States

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

As part of Engineered Air Movement, Cincinnati Fan is a leading manufacturer of industrial fans and blowers for OEMs and industrial applications With its high attention to detail for products that are durable, energy efficient, and unparalleled in performance, companies rely on Cincinnati Fan to provide comfort and mission critical and industrial cooling solutions.

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As a Customer Support Representative, you will be critical to enhancing customer satisfaction and maintaining our reputation for excellence by providing exceptional customer support and problem-solving skills. As the primary point of contact for the field sales offices and customers, you are responsible to ensure processing of orders, efficient resolution of claims, and prompt response to inquiries. The successful Customer Support Representative has effective communication skills, attention to detail, and the ability to work in a fast-paced environment.

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

  1. Customer Support

  • Professional communication in person, by phone, email, or chat with internal and external customers.
  • Promptly answer inquiries and concerns quickly and efficiently ensuring a positive customer service experience.
  • Resolve issues: Handle complaints and provide solutions, following up to ensure issues are solved.
  • Escalate complex or unresolved issues to appropriate person(s) for further investigation and resolution.
  • Provide clear and concise instructions to callers regarding troubleshooting procedures.
  • Maintain a professional attitude: Be positive and professional at all times.

  1. Order Processing & Documentation

  • Work cohesively with all departments to efficiently process incoming orders, change orders, exchanges, and cancellations in a timely manner.

  • Document: Keep accurate records of customer interactions and transactions, including inquires, requests, resolutions, and follow-up tasks.
  • Maintain department databases and spreadsheets.

  1. Continuous Improvement:

  • Stay up to date on industry trends, equipment specifications, and procedural changes.
  • Adhere to safety and quality policies and procedures, making recommendations for improved efficiency, quality, and safety.
  • Participate in other projects as assigned that relate to the overall goals of the department and organization.

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Experience

  • 1-3 years' experience in an onsite customer service or call center environment.
  • 1-3 years' experience with database management.
  • Proficiency using ticketing systems.
  • Proficiency in Microsoft Office

Preferred Experience, Knowledge, Skills, and Abilities

  • Professional and courteous demeanor with the ability to maintain a calm temperament and display patience, respect, and empathy under pressure.
  • Excellent problem-solving skills, with the ability to diagnose issues and provide effective solutions.
  • Detailed oriented approach, ensuring accurate documentation and follow up on all tickets.
  • Strong verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
  • Self-directed and organized, exhibiting strong initiative, and the ability to prioritize and execute multiple priorities in a fast paced and changing environment.
  • Experience with ERP systems.
  • Previous experience with customer service/sales in manufacturing environment a plus.

Education & Certifications

  • High school diploma or equivalent

Travel & Working Environment

  • Main duties in call center/office environment.
  • While in manufacturing environment foot and eye protection will be required.

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

  • Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
  • Competitive health insurance plans and 401(k) match, with benefits starting day one
  • Competitive and performance-based compensation packages and bonus plans
  • Educational assistance, leadership development programs, and recognition programs

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.

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