Logistics Customer Service Rep 2

Daikin Comfort

Logistics Customer Service Representative responding to customer inquiries and complaints regarding HVAC products. Monitoring order management and ensuring customer satisfaction across various communication channels.

Posted 5/1/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Respond to customer’s inquiries or complaints regarding the organization’s products or services
Determine best method to resolve problems to ensure customer satisfaction and adherence to the organization’s policies
Coordinate problem resolution with appropriate departments
Inform customers of standard procedures or resolution of problem
Responsible for order management by handling all the details from purchase order to shipment of product
Serve as the primary point of contact for independent distributors and COD branches
Support Sales Managers by developing and improving phone-based revenue generation through the creation of sales leads, initiation of prospect calls, and establishment of ongoing rapport with customers
Monitor scheduled shipment dates to ensure timely delivery and expedite date of delivery
Educate customers about terminology, features and benefits of products in order to improve sales and customer satisfaction
Process Return Materials Authorizations (RMAs) and transfer requests; AAA (Credit/Debits) and Damage Claims
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution
Follow up with customers to ensure customer satisfaction, document and report matters that need addressing
Prepare product or service reports by collecting and analyzing customer information.
Recommend potential products or services to management by collecting customer information and analyzing customer needs

Requirements

What you’ll need

3 – 6 years of customer service experience within HVAC industry
High School diploma or GED equivalent
HVAC product knowledge and market knowledge
Excellent customer service skills
Problem solving, de-escalating and resolving conflicts
Effective verbal and written communication and listening skills
Working knowledge of MS Office – Excel, Word, PowerPoint, and Outlook – and data entry
Quality focus – attention to detail and accuracy and effective documentation skills
Ability to analyze and process information
Excellent organizational and time management skills including prioritization skills to complete projects on time
Strong team player, results orientated, dedication to excellence and sense of urgency to achieve business objectives
Ability to apply good judgement, strong work ethics and integrity on the job
Ability to establish positive working relationships with internal and external customers and employees.

Benefits

Comp & perks

Must be able to perform essential responsibilities with or without reasonable accommodations.
Equal Opportunity Employer.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

HVAC product knowledgedata entryorder managementproblem solvingconflict resolutioncustomer information analysissales lead generationReturn Materials Authorizations (RMAs)credit/debit processingdamage claims processing

Soft Skills

customer serviceeffective communicationlistening skillsattention to detailorganizational skillstime managementteam playerresults orienteddedication to excellenceintegrity

Certifications

High School diplomaGED equivalent