Supervisor, Customer Service

Lennox International Stone Mountain , GA 30086

Posted 4 months ago

Company Overview

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers. We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America and Europe.

Heatcraft Worldwide Refrigeration is a long-standing leader in the world of commercial refrigeration, providing climate-control solutions to customers in more than 70 countries. Their state-of-the-art manufacturing facilities in the cities of Stone Mountain, Columbus and Tifton, Georgia, produce evaporators, condensers, compressor racks, merchandise display cases and other top-quality refrigeration products for their six market-leading brands: Bohn, Larkin, Climate Control, Chandler, Kysor/Warren and InterLink. Heatcraft products are primarily used to preserve food and other perishables in supermarkets, convenience stores, restaurants, warehouses and distribution centers, in addition to other applications such as data centers, pharmaceutical and industrial process cooling.

Job Description

Responsible for the day-to-day oversight of the HRP customer service team located in Stone Mountain, GA and Eastvale, CA.

Duties include, but are not limited to the following:

  • Plans, directs, supervises, and evaluates work flow.

  • Conduct weekly audits on SOX's regulations and CSS procedures.

  • Create and update CSS procedures manual.

  • Directs and coordinates staff involved in a combination of activities such as monitoring daily order processing, assisting all teams with order entry as needed, answering phone calls, consumer relations, sales support, reviewing warranty claims and problems, processing customer returns and exchanges and handling expedited service and repairs.

  • Coordinates work activities to achieve team and individual goals and objectives.

  • Update customer vs sale sheet.

  • Conduct month-end reporting by individual CSS.

  • Run shipping load daily and communicate with shipping and the CSS team as needed.

  • Recognizes and recommends operational improvements.

  • Responsible for the day-to-day application of organizational policies and procedures.

  • Provides liaison with key customers to resolve problems and discrepancies. Coordinates information with staff such as changes in product availability, delivery schedules and the like.

  • Responds to customer inquiries regarding status of orders, service and repairs.

  • Investigates and resolves critical production, shipping and scheduling problems.

  • Provides special pricing for non-standard items. May approve special price concessions, quotes, bid allowances, or adjustments.

  • May make hiring decisions and conduct performance appraisals. Approve time and attendance through Kronos on a weekly basis.

Qualifications

Requires a Bachelor's degree and at least 5 years related experience.

Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focused on details. May require advanced problem solving. Requires ability to navigate a computerized data entry system or other relevant applications. Must be able to train, evaluate and direct the work of assigned employees


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Supervisor, Customer Service

Lennox International