Customer Service Representative

Overview

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, TAMCO is an innovative manufacturer of high-end, superior quality dampers and air control products that serve commercial, industrial, and institutional markets. With its high attention to detail for products that are durable, maintenance free, energy efficient, and unparalleled in performance, companies rely on TAMCO to provide comfort and mission critical and industrial cooling solutions.

Job Summary

SPX is a diverse team of unique individuals who all make an impact. As a Customer Support Representative, you have a critical role 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.

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

Responsibilities

• 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.

• 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 inquiries, requests, resolutions, and follow-up tasks.
• Maintain department databases and spreadsheets.

• 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.

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

• 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

• 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…