Customer Service Specialist

Customer Service Representative

AAF International offers the most comprehensive clean air solutions available across the globe. Selling under the American Air Filter and the AAF International brand names, AAF International has been an industry pioneer since 1921 with manufacturing operations in 22 countries and over 6000 employees globally. Our products are the industry benchmarks for quality and performance. Our culture of continuous improvement, safety and world class operations is driven by our people-centered management philosophy.

AAF International is an Equal Opportunity Employer M / F / Disability / Veteran. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship, veteran status, uniform servicemember status, age, disability or any other legally recognized protected personal characteristics.

Position Objective

Provide world-class customer service by exceeding customer expectations using advanced soft skill techniques, advanced product and system knowledge, and timely yet thorough problem-solving / dispute resolution. This role will serve as a cross-functional liaison working with other departments to ensure customer satisfaction.

Key Accountabilities

• Collaborate with customer, direct sales team, and other departments to provide information about products and services, quotes, order entry including will calls, order confirmations, invoice copies, customer complaints, and order status / maintenance.
• Receives, investigates, and responds to customer inquiries while prioritizing urgent matters.
• Maintain knowledge on lead times, product information, pricing, shipping schedules and other information to accurately and efficiently.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SAP and PC software systems.
• New customer set-up in SAP including working with the credit and collections department to process credit application.
• Maintain knowledge on company products and processes.
• Customer master file maintenance including updating contact information, sold-to, ship-to, shipping terms, pricing, and customer specific text requirements.
• Assists credit department with invoice disputes and billing error resolutions.
• Provide freight estimates as required to ensure customer satisfaction; work with operations on delivery / freight estimates as required to ensure accuracy.
• Performs other duties as assigned.

Position Requirements

Must exhibit the following core competencies :

Additional requirements :

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.