Customer Order Support (Bilingual - ENG/SPA preference)

Company Overview

WHO WE ARE:

 

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

 

Lennox (NYSE: LII) is an industry leader in energy-efficient climate-control solutions founded over a century ago on the principles of integrity and innovation. Dedicated to sustainability and creating comfortable, healthier environments for our residential and commercial customers while reducing their carbon footprint, we lead the field in innovation with our cooling, heating, indoor air quality, and refrigeration systems.

Job Description

Primary Function:

Under general supervision, provides customer service support related to selling and logistics of the ADP product line, including evaporator coils, air handlers, and other HVAC related products.

 

Bilingual (English and Spanish) is preferred, not required.

 

Key Responsibilities:

• Customer Support
  • Handle inbound calls with professionalism and efficiency, addressing customer inquiries and providing timely support.
  • Accurately process orders, including material numbers, quantities, and pricing. Resolve line holds due to pricing discrepancies or materials not listed on pricing.
  • Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
  • Conduct research on part numbers to ensure accurate order processing and resolve issues related to product information.
  • Submit and manage credit and return requests for concealed damages, quantity shortages, carrier damages, pricing disputes, and other discrepancies as stated by the customer.
  • Assist sales representatives with order placement, status updates, inventory lookup, and customer-related concerns.
  • Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to the customer throughout the process.
  • Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.
  • Provide technical support for Part search and pricing.
  • Make effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreement.

•  

  • Order Management
    • Review open orders for On-Time In-Full (OTIF) compliance and coordinate with production or supply chain for execution.
    • Create and develop a centralized point of contact HUB for order management/tracking.
    • Manage a high volume of Supply Chain or internal stakeholder requests or communications (via phone and/or email).
    • Maintain accurate records of all internal and external interactions in the appropriate database/system (SalesForce, SAP, etc.).
    • Support order management team goals and initiatives to become a more proactive customer support organization.

   

  • Process Improvement
    • Propose new processes to drive continuous improvements and reduce inefficiencies.
    • Identify and communicate areas for process improvement to management.
    • Work with Accounting to minimize customer deductions with no resolution.
    • Ensure the consistent adherence to department policies and procedures.
    • Involve fellow team members in collaborative or team-empowered decisions based upon the company’s vision and mission.

   

  • Drive Results
    • Serve as an operational and management source of expertise and contribute to the success of the team/senior management team as a whole by supporting associated and team-wide initiatives.
    • Lead the activities of the Customer Service dual role that supports our partners and key areas of business.
    • This position leads the dual role by understanding customer priorities, proposing/implementing strategies, focusing on support, and ensuring issues are resolved in a timely manner with a focus on productivity and customer service.
    • This role requires working with multiple departments such as Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and Logistics teams, along with working o