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Branch Customer and Operations Support Specialist

Full-time / Part-time:  FT - Employee
Exempt / Non-Exempt:  Salaried Non-Exempt
Location: 

Hartford, CT, US, 06002

Shift:  Home Shift 1
Req Id:  2541
Division:  AF

AAF International offers the most comprehensive clean air solutions available across the globe. Selling under the American Air Filter® and the AAF International® brand names, AAF International has been an industry pioneer since 1921 and has since grown to operations in over 22 countries with over 3000 employees. Our products are the industry benchmarks for quality and performance, and delivers clean air solutions in residential, commercial and industrial air pollution control, gas containment removal, power generation, and other stringent clean room environments.

We are a member of the Daikin Group, the world's largest air conditioning and clean air solutions provider with over $15 Billion in sales and 56,000 employees worldwide. Founded in 1924, Daikin has grown into a diversified industrial manufacturing company offering solutions in clean, air, air conditioning, refrigeration, chemicals, oil hydraulics, defense systems and electronics. AAF and Daikin are powered by our investment in people, products, and our processes.

Our culture of continuous improvement, safety, and world class operations is powered by our people centered management philosophy. This philosophy is built around mutual selection: that while AAF seeks top talent people to join and deliver on our team, we also want each team member to receive job satisfaction, growth & development, and continued happiness in being a long term member of the AAF family. This is fueled by our belief in treating our people, our supply partners, our customers and our environment with the trust and respect we each require, and our passion to give back to our community for our success.

Read more about our philosophy at: http://www.daikin.com/about/corporate/philosophy/index.html

AAF International is an Equal Opportunity Employer M/F/Disability/Veteran.

This role is responsible for maintain world class customer service and operation support for the local branch. This role will serve as a cross-functional liaison working with sales and operations to ensure day-to-day operations of the branch are met with accuracy and efficiency to drive total customer satisfaction. You will support the operations manager as a team to take care of the customers. And knowing the branch operation functions to be a back-up when needed.

 

Customer Service

  • Answer calls, process orders, maintain orders.
  • Collaborate with Operations and Sales Teams to provide total Customer Service by assuming responsibility and resolving customer service issues
  • Receives, investigates, and responds to customer inquiries while prioritizing urgent matters. Process orders, will-calls, and pull product in warehouse.[CC1] 
  • Maintain knowledge on  lead times, product information, pricing, shipping schedules and other information to accurately and efficiently
  • Provide excellent customer service.  Provide best-in-class customer service while responding to external customers in a time sensitive fashion.
  • Maintain knowledge on company products and processes.  Exercise decision making skills to prioritize expediting orders
  • Responsible for customer support across Branch Accounts.
  • Responsible for day to day functions to keep the branch running.

Customer Service Operations

  • Provide customer service function for the service channel of the business
  • Assists resolving past due invoices with the Accounting Department. 
  • Collaborate with other departments to ensure parts and pricing are correct for your branch
  • Collaborate with sales to determine branch orders priority, product location, and freight cost-benefit analysis while ensuring total customer satisfaction
  • Maintain customer retention rates by identifying risk and working with customers to resolve issues

Branch Operations

  • Track and monitor inventory to identify when purchases need to be made
  •  Receive PO’s, STO’s, PGI orders, to maintain product availability for the customer
  •  Work closely with operations management to provide assistance with customer issues in addition to providing “branch knowledge” to better understand processes and procedure flow.

 

Qualifications:

  • Bachelor’s degree preferred or combination of High School diploma and at least 10 years of industry experience
  • At least 5 years of Customer service experience
  • Operations experience is a plus
  • Excel (pivot table, vlookup, basic formulas)
  • Microsoft Office
  • SAP knowledge a plus
  • Salesforce knowledge a plus
 

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship, veteran status, uniform servicemember status, age, disability or any other legally recognized protected personal characteristics.


Nearest Major Market: Hartford