Join an innovative group in the thermal comfort industry!Innovair Corporation (***) a company proudly committed to delivering top-quality air conditioning solutions, is an integral part of Innovair Solutions, a group of companies focused on excellence, reliability, and comfort. No matter the size of the project, the Innovair Corporation team is dedicated to finding an efficient solution tailored to each customer's needs, while providing outstanding service and support
We are seeking a highly organized and customer-focused Customer Service Coordinator to join our team. The ideal candidate will be responsible for ensuring excellent customer service experiences by coordinating interactions between customers and internal teams. This role involves handling inquiries, resolving complaints, supporting customer service agents, and improving current processes to enhance satisfaction and loyalty.
Responsibilities:
Support sales managers for US market with day-to-day communication with customers.
Effectively review and update sales order book and communicate information with other departments.
Effectively multitask while prioritizing customer needs and aligning them with company goals.
Demonstrate persuasive skills to convert conversations into orders.
Coordinate with internal teams, such as sales, logistics, and technical support, to ensure timely and satisfactory resolution of customer concerns.
Develop and implement customer service policies and procedures to improve efficiency and service quality.
Assist in training new customer service representatives and provide ongoing support to the team.
Provide support to the team and act as a resource person by performing the same functions as supervised employees when necessary
Generate reports on customer service metrics and present findings to management.
Stay updated on company products, services, and policies to provide accurate information to customer
Answer the phone and emails in a professional and courteous manner
Participate in resolving issues related to customer service / technical support
Participate in various interdepartmental meetings (BO meetings, external/internal sales, etc.)
Qualifications:
Experience with ERP systems (D365, SAP, Oracle).
Excellent verbal and written communication skills in English (primary) and Spanish
Experience in customer service, coordination or a similar role.
3 to 5 years of customer service experience.
Minimum of 3 years in a team management role.
Strong problem-solving and conflict-resolution skills.
Proficiency in Microsoft Suite products such as Word, Excel, PowerPoint, and Outlook
HVAC Industry Experience a plus.
HVAC product knowledge is a plus, though not required.
Work experience is considered equivalent to education and is highly valued.
Strong team spirit and leadership
Ability to work in a team
We offer:
Meaningful challenges within a local company.
A friendly and dynamic work environment.
A respectful and engaging work culture.
Unique working conditions and advancement opportunities.
Competitive group insurance plan.
401(k) retirement plan.
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