Customer Service Rep II

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:

1. 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.
  
  

1. 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.
  
  

 

1. 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 relate