Customer Service Representative

Overview

FHP Manufacturing, located in Fort Lauderdale, Florida, is a joint venture between Robert Bosch (BOSCH Group) and Carrier Corporation.

FHP Manufacturing is a leader in the production of geothermal and water source heat pumps, providing some of the most efficient heating and cooling comfort solutions in the industry.

The Customer Service will be responsible for driving all customer service tasks and ensuring consistent delivery of high-quality customer support and order management.

This position must, but not limited to:

• Respond to customer inquiries via phone, email, or chat in a courteous and professional manner.
• Provide accurate product or service information to customers, addressing any questions or concerns.
• Monitor customer service interactions, ensuring all inquiries are addressed promptly and documented.
• Resolve escalated customer complaints and issues in a timely and professional manner.
• Analyze customer feedback and identify opportunities for improvement in service delivery.
• Track key performance indicators (KPIs) for customer satisfaction (Lead Times and Cancellation).
• Work closely with other departments to address customer needs.

• Process orders, changes, and cancellations accurately (Finish Goods and Spare Parts)
• Track and update customers on the status of their orders or requests.
• Support internal customers’ requests (i.e: Engineering orders, product audits, scrapping).
• Monitor shipping conditions and routing on sales orders for accuracy.

• Bachelor’s degree in a relevant field.
• Proven experience in a customer service role.
• Strong communication skills, both written and verbal.
• Ability to handle difficult customer interactions with professionalism and empathy.
• Detail-oriented with a focus on delivering high-quality service.
• Strong understanding of order management systems and ERP software (e.g., SAP).
• Proficient with Excel and Outlook.

• 2+ years working for product manufacturing.
• Adaptability:
  Ability to respond to shifting customer demand and market conditions.
• Customer-focused: A strong sense of customer service and ensuring that orders are processed accurately and efficiently.

All your information will be kept confidential according to EEO guidelines.

Equal Opportunity Employer, including disability / veterans.