Customer Experience Representative

Description

Company Summary

For over 25 years, InOvate Technologies, Inc. has focused on manufacturing and selling unique HVAC solutions that improve safety, efficiency, and aesthetics for residential properties throughout North America. Originating with the Dryerbox, the South Florida-based company has a track record of patenting and licensing unique solutions that solve common HVAC problems. InOvate’s success has been rooted in the company’s ability to market directly to builders, architects, engineers, and contractors and pull those sales through over 2,500 HVAC supply houses nationwide. Other channel sales avenues include big box retail, roofing/building suppliers, and a network of home service professionals.

Since 2019, InOvate is managed through the Riverbend Industries (RBI) portfolio. RBI is a private family-owned portfolio holding company headquartered in Chicago, IL. The portfolio is comprised of several independently operated businesses in the light manufacturing and distribution sectors which focus on HVAC products and building solutions. Riverbend is a long-term holder of its investments/assets and plans to grow both organically and through acquisitions into the foreseeable future.

Summary

The Customer Experience Representative is responsible for supporting customers and the sales team through daily interactions and transactions related to sales orders. The mission for this role is to increase the number of long-term customers by (a) providing exceptional service and support for each sales transaction, (b) solving problems and working to resolve issues when they arise, (c) supporting home service companies with marketing resources to keep our products top of mind, and (d) being the primary person to manage B2C inbound calls. This individual will act as an initial point of contact for contractors, non-licensed service companies, and direct consumers. This role is focused on gaining efficiency and accuracy in the sales transaction process, getting to know the individual accounts and their ordering patterns, and supporting the sales team with back-office duties and providing qualified prospects for new business. This person(s) is expected to grasp a practical and technical understanding of our products and product applications and must exhibit an ability to convey these details clearly. Must be proficient in CRM and ERP systems. Some local travel and/or trade show work may be involved, as well as presentation abilities for locally hosted events.

Requirements

Primary Responsibilities

• Field inbound calls to provide answers and solutions regarding best purchasing options as well as technical and installation questions
• Accurately and efficiently process purchase orders, phone orders, and email orders, encouraging customers to optimize their purchasing patterns
• Track and follow-up on large service company and/or service supplier orders and rush requests
• Connecting service companies with their current suppliers (if avail) with whom we do business
• Manage incoming email inquiries from InOvate websites by qualifying the nature of the inquiry, the type of customer, and best salesperson to close the sale
• Qualify leads and current customers regarding new product interest or opportunities
• Investigate Better Venting orders greater than $400 to determine the type of customer, their future purchasing potential, and the best salesperson to follow up and close sales
• Comprehend various customer categories and price points
• Initiate the returns process with operations, and follow up through to completion
• Demonstrate proficiency in ERP and CRM software by maintaining accurate customer and contact data in NetSuite
• Make decisions starting with the customer experience first… listen to the customer!
• Provide the VOC to the Marketing Department to develop resources that improve our CX
• Contact current stocking customers regularly
• Maintain Store Locator data and corresponding contacts
  
  

Create efficiencies in customer order patterns that optimize freight logistics and costs

Education, Experience, And Qualifications

• Minimum
• High School Diploma
• 1-2 years phone-based customer service experience
• Preferred
• Bachelor’s Degree
• sales/business/marketing education a plus
• Familiar with freight logistics and shipping efficiencies
• Previous experience in the construction industry is a plus
• Knowledge in supporting dealer distribution networks is a plus
• Experience with NetSuite is a plus
  
  

Skills & Characteristics

• Exceptional verbal and written communication skills. . . we want a People Person!
• Communicate effectively with customers and staff
• Result-oriented, attention to detail, high energy, and self-motivated
• Works well in an environment that prioritizes relationships, empowerment, synergy, transparency, and improvement (our core values)
• Enthusiasm for learning the business, the people, and the strategy to deliver the most value to the customer and our organization
• Willingness to collaborate with internal and external partners to achieve desired outcomes
• Comfort building relationships at all levels and demonstrating professional compassion
• Strong comfort with digital tools like CRMs, ERPs (NetSuite), and HR systems (Paylocity)
• Skilled user in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams)
  
  

Physical Requirements

Ability to travel up to

Ability to remain seated for extended periods of time

Ability to stand, walk, kneel, squat, climb, and navigate throughout jobsites and manufacturing plants

Ability to safely lift and move objects up to seventy-five (75) lbs over short distances