Customer Service Representative - Carlson AirFlo

Company Overview Carlson AirFlo is a market leader in creating merchandising solutions that maximizes product appeal, product freshness and saves labor dollars to benefit grocery stores. AirFlo is one of four divisions of Stein Industries. Job Summary The role is a frontline contact for customers, sales representatives, and internal colleagues coordinating the sales cycle from quote inquiry to order fulfillment. The individual works closely with the CS Manager, Sales Manager, and internal departments to exceed customer expectations and build long-lasting customer relationships. They are well versed in Airflo equipment and approach each interaction in a helpful manner, anticipating further questions and potential problems. Duties Customer Relationship Building: Build and maintain deep relationships with customers, sales reps, and internal team members. A trusted partner by customers by meeting commitments to customers. A customer advocate during difficult situations and knows how to fairly handle exceptions to processes and strikes a balance between customer and company when difficult situations arise. A customer advocate and makes recommendations when process gaps are identified. Understand customers’ corporate and store terrains and who the decision makers are in the organization. Able to use their network to manage most situations. Recognized by customers as the “go to” expert at Carlson AirFlo. Manage large installations for customers. Coordinate internal quoting, order entry, communication to supply chain on product availability, production, and shipping. Order Processing: Enter orders at high accuracy. Receive and process orders from customers, sales reps, and distributors. Verify that purchase orders have complete data and part number and pricing matches. Confirm product availability with Materials and schedules to best match customer requests. Escalates when dates are not in line with what the customer is expecting when possible. Communicates dates proactively and offers available options when dates cannot be met. Request freight estimates and notes any special shipping requests on orders. Prepare proforma invoices and commercial invoices as needed. Keep the customer informed with accurate dates and tracking information. Manage specific information in D365 and customer portal to better manage orders. Technical Skills: Ability to become an expert in all aspects of D365. Utilize QAD data to build historical data for strategic customers. Has a sense of incorrect product information and knows how to troubleshoot with other departments after confirming product info. Understand system transfers to other departments D365 – can pull any report and can sort data to get to an answer. (Example – orders/quotes by customers) Readily utilize SOPs for daily activities. May write SOPs and proof for accuracy. Customer portals: Enter billing, order confirmations, and tracking information as needed. Can troubleshoot portals as needed. Utilize Excel, product history and product knowledge to make informed decisions. Problem Solving/Decision Making: Proactively recognize problems and resolve them prior to impacting the customer. Utilize data to look to overall problems that may impact more than the immediate customer issue. Work with other departments on complex issues. Craft difficult communication to customers. Is an independent problem solver. Needs no escalation or intervention when working through difficult customer situations. Know how to provide options, such as substitutions, to customers. Craft difficult messages with options for customers. Internal Relationships: Back up others on all processes for teammates by utilizing standard operating procedures. Is seen as a partner with the sales team and can make product/process recommendations. Understand other department roles and know who to go to for assistance or action to be taken. Qualifications: Two - five years of customer service experience Enthusiast…

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