Customer Service Rep II

Customer Service Rep II

Location : Michigan City, Indiana (IN), US

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. This is a position with The Marley Company, a parent company which provides administrative support to the SPX Enterprises HVAC Heating businesses (such as WM Technologies, LLC, Marley Engineered Products, LLC, Patterson-Kelley, LLC) and includes all Weil-McLain branded products.

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As a Customer Service Representative, you will provide communication and problem solving support to Weil-McLain's field sales offices and customers with respect to processing of orders and resolution of claims. A Customer Service Representative is assigned to a specific sales area and customer accounts. CSR's provide backup support daily for a secondary area, as well as maintaining coverage within the department.

What you can expect in this role (Job Responsibilities)

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

Order Review and Processing

Receives and reviews customer purchase orders for accuracy and clarity.

Communicates with the customer directly if the order is unclear or if further detail is needed.

Enters orders via the order entry system with strong attention to detail and accuracy.

Assures that non-standard custom orders are submitted to the Commercial Order Department for entry.

Assures that all requests for order expediting are communicated to the appropriate parties and that follow-up communications are conveyed back timely to the customer once the status of expediting attempts are known.

Anticipate customer needs by providing proactive communication regarding order status with a customer centric mindset.

Claims & General Customer Support

Receives, researches and resolves all types of customer claims including warranty, damages, shipment & pricing discrepancies.

Communicates and coordinates with all parties involved in resolution and closure of claims.

Research customer debits, document findings and close either by issuing a credit to the customer or issuing a chargeback invoice for repayment.

Ability to learn product lines and assist with part identification.

Communication and Team Support

Communicates directly, promptly, and courteously with customer account base, field sales personnel and internal teams via telephone / e-mail / instant message concerning orders, claims and other general customer support inquiries.

Provides backup coverage to other CSR's as needed.

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

2-3 years of previous customer service experience.

Background in a customer service manufacturing setting is a plus.

Previous call center experience strongly preferred.

Previous understanding of shipping and accounting processes a plus.

Preferred Experience, Knowledge, Skills, and Abilities

Must possess high-level written and verbal communications skills.

Must possess strong keyboarding skills, both alpha and numeric.

Excellent interpersonal skills displayed with both internal teams and external customers.

Experience in professional conflict resolution and de-escalation.

Demonstrates strong multi-tasking, prioritization and prompt follow-up skills with the ability to quickly return focus to task after interruption.

Proficient in basic math skills as it relates to product pricing, discounts and adjustments.

Must be skilled in Microsoft Office applications : Outlook, Excel, and Word.

Ability to work in a team-oriented environment that is fast paced and demanding with varying communication styles.

Ability to learn all aspects of operating systems used as it relates to the role for order entry and claims processing. Experience with JD Edwards and EDI a plus.

Education & Certifications

High school diploma or the equivalent is required.

Associate's or Bachelor's degree preferred.

Travel & Working Environment

Minimum travel may be required. Less than 5%.

Workplace is onsite in an office setting.

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.

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

We value different backgrounds, experiences, and voices, 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.

We are 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.