Customer Service Specialist
AAF Latinoamérica, Louisville, KY, United States
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 with manufacturing operations in 22 countries and over 6,000 employees globally. Our products are the industry benchmarks for quality and performance. Our applications include commercial, industrial and residential solutions from the filters used in your home to the most critical cleanroom and power generation applications. We are a member of the Daikin Group, the world's largest air conditioning provider with $30 billion in revenue and over 75,000 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.
Our culture of continuous improvement, safety and world‑class operations is driven by a people‑centered management philosophy. This philosophy is built around mutual selection: while AAF seeks top talent, we want each team member to receive job satisfaction, growth & development, and continued happiness in being a long‑term member of the AAF family. It is fueled by our belief in treating people, supply partners, customers and the environment with trust and respect.
AAF International is an Equal Opportunity Employer M/F/Disability/Veteran. 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.
Position Objective
Provide world‑class Customer Service by exceeding customer expectations using advanced soft‑skill techniques, product and system knowledge, and timely yet thorough problem‑solving / dispute resolution. This role will serve as a cross‑functional liaison working with Sales, Accounts Receivable, and Operations to ensure customer satisfaction.
Key Accountabilities
Collaborate with customers, direct sales teams, and other departments to provide information about products and services, quotes, order entry, order confirmations, invoice copies, customer complaints, and order status/maintenance.
Receive, investigate, and respond to customer inquiries while prioritizing urgent matters.
Maintain knowledge on lead times, product information, pricing, shipping schedules, and other information to accurately and efficiently handle requests.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SAP and PC software systems.
Set up new customers in SAP, working with credit and collections departments to process credit applications.
Maintain knowledge of company products and processes.
Mantain the Customer Master File, updating contact information, sold‑to, ship‑to, shipping terms, pricing, and customer‑specific text requirements.
Assist the Credit department with invoice disputes and billing error resolutions.
Provide freight estimates as required to ensure customer satisfaction; work with Operations on delivery/freight estimates to ensure accuracy.
Perform other duties as assigned.
Requirements
High school diploma or equivalent is required. Associate or Bachelor’s degree preferred.
Five years’ prior experience in customer service or a related area, preferably in a manufacturing/industrial environment.
Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
Industry knowledge/experience is desired.
Core Competencies
Communication skills
Ability to calculate figures and amounts such as discounts, commissions, and percentages.
Ability to apply basic algebra and geometry.
Problem analysis and solving.
Organizational and planning skills.
Attention to detail.
Creativity.
Team player.
Stress tolerance.
Additional Requirements
Commercial, extroverted personality willing to build relationships with both external and internal customers.
Proactive in contacting customers.
Health, safety and environmentally conscious.
English communication skills including face‑to‑face, telephone and written.
Immediate customer responses at first level.
Flexible approach to working and willingness to accept changing priorities.
Seek support from Manager when needed.
Telephone contact and communications skills are an asset for this job.
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Our culture of continuous improvement, safety and world‑class operations is driven by a people‑centered management philosophy. This philosophy is built around mutual selection: while AAF seeks top talent, we want each team member to receive job satisfaction, growth & development, and continued happiness in being a long‑term member of the AAF family. It is fueled by our belief in treating people, supply partners, customers and the environment with trust and respect.
AAF International is an Equal Opportunity Employer M/F/Disability/Veteran. 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.
Position Objective
Provide world‑class Customer Service by exceeding customer expectations using advanced soft‑skill techniques, product and system knowledge, and timely yet thorough problem‑solving / dispute resolution. This role will serve as a cross‑functional liaison working with Sales, Accounts Receivable, and Operations to ensure customer satisfaction.
Key Accountabilities
Collaborate with customers, direct sales teams, and other departments to provide information about products and services, quotes, order entry, order confirmations, invoice copies, customer complaints, and order status/maintenance.
Receive, investigate, and respond to customer inquiries while prioritizing urgent matters.
Maintain knowledge on lead times, product information, pricing, shipping schedules, and other information to accurately and efficiently handle requests.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SAP and PC software systems.
Set up new customers in SAP, working with credit and collections departments to process credit applications.
Maintain knowledge of company products and processes.
Mantain the Customer Master File, updating contact information, sold‑to, ship‑to, shipping terms, pricing, and customer‑specific text requirements.
Assist the Credit department with invoice disputes and billing error resolutions.
Provide freight estimates as required to ensure customer satisfaction; work with Operations on delivery/freight estimates to ensure accuracy.
Perform other duties as assigned.
Requirements
High school diploma or equivalent is required. Associate or Bachelor’s degree preferred.
Five years’ prior experience in customer service or a related area, preferably in a manufacturing/industrial environment.
Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
Industry knowledge/experience is desired.
Core Competencies
Communication skills
Ability to calculate figures and amounts such as discounts, commissions, and percentages.
Ability to apply basic algebra and geometry.
Problem analysis and solving.
Organizational and planning skills.
Attention to detail.
Creativity.
Team player.
Stress tolerance.
Additional Requirements
Commercial, extroverted personality willing to build relationships with both external and internal customers.
Proactive in contacting customers.
Health, safety and environmentally conscious.
English communication skills including face‑to‑face, telephone and written.
Immediate customer responses at first level.
Flexible approach to working and willingness to accept changing priorities.
Seek support from Manager when needed.
Telephone contact and communications skills are an asset for this job.
#J-18808-Ljbffr