Senior Customer Service Representative

Heating & Cooling Products manufactures and distributes superior quality sheet metal products since 1955. These products include pipe, elbows, boots, rectangular duct, duct fittings, wall stack, oval, black stove pipe and fittings, spiral pipe, spiral PVC pipe and fittings for the HVAC professional. These products serve the residential, multi family, and light commercial HVAC markets.

Position Summary:

The Senior CSR plays a key role in driving revenue by engaging prospective and existing customers through phone, email, and digital communication platforms. This position requires strong interpersonal skills, a proactive sales approach, and the ability to thrive in a dynamic environment. The Inside Sales Representative will focus on identifying customer needs, resolving inquiries, managing the sales pipeline, and collaborating with internal teams to ensure a seamless customer experience.

Essential Job Functions:

• Collaborate with the sales team and cross-functional departments to ensure a positive customer experience. Prepare and deliver timely quotes, proposals, and product information to customers.
• Manage inbound and outbound sales calls, emails, and other communications with new and existing customers.
• Maintain accurate and up-to-date records of customer interactions, sales activities, and pipeline opportunities within the CRM system.
• Foster and maintain positive customer relationships by understanding client needs and delivering tailored solutions.
• Follow up with the CSR Supervisor on inbound lead calls or emails to facilitate communication with the Vice President or Sales Representative.
• Stay informed about industry trends, product updates, and competitor activities to identify growth opportunities.
• Assist in achieving sales goals by identifying opportunities for cross-selling and upselling products and services to prospective and established customers via phone calls or email.
• Provide comprehensive post-sale support, resolving customer issues and ensuring satisfaction.
• Distribute Inferior Quality (IQ) reports from external customers to the Production team on a weekly basis.
• Coordinate delivery schedules with customers and transport providers once loads are confirmed by shipping supervisors.
• Collaborate with external customers to identify additional freight opportunities and optimize trailer usage when necessary.
• Process customer order paperwork for shipment via phone, fax, or EDI.
• Send order placement reminders to customers and track/update monthly backorder information as needed.
• Follow and promote all Company policies and procedures.
• Other duties as assigned.

Skills and Abilities:

• Demonstrate professionalism in demeanor and in all forms of communication.
• Actively support and promote the goals of the Sales Department and the company.
• Strong team player with the ability to collaborate effectively across departments.
• Capable of multitasking and prioritizing responsibilities with high attention to detail.
• Proficient in Microsoft Excel and Word; working knowledge of PowerPoint is preferred.
• Marketing knowledge and familiarity with social media branding (e.g., Facebook, Instagram) are advantageous.
• Maintain regular, reliable attendance.

Education and Experience:

• High school diploma or general education degree (GED).
• Associate’s degree in business or marketing preferred.
• 1 – 3 years of previous customer service experience, preferably in B2B communications. 
• Experience with graphic design software and Epicor systems is a plus. 

All your information will be kept confidential according to EEO guidelines. This position is onsite only and does not offer remote work options. 

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)