Customer Service Representative

General Summary

The Sales Customer Service Coordinator provides frontline support to customers and coordinates day-to-day activities with the sales team. The role handles inquiries, maintains customer and order information, communicates status updates, and helps ensure a positive customer experience throughout the sales cycle. This position works closely with sales, engineering, production, and operations to anticipate needs, respond to changing priorities, and resolve issues before they affect the customer. The coordinator also schedules meetings and factory tours, arranges lunches and hospitality for visiting customers, supports sales events, provides product information, and coordinates post-sales support within the HVAC manufacturing environment.

Key Duties/Responsibilities

• Respond to customer inquiries via phone, email, or in-person, providing timely and accurate information on HVAC products and services.
• Support the sales team by maintaining sales-related documentation, tracking customer follow-ups, and communicating status updates.
• Coordinate with engineering and production teams to confirm lead times, product availability, and technical specifications.
• Maintain customer records, track orders, and update CRM systems to ensure accuracy of data.
• Support customers with after-sales needs, including warranty claims, service requests, and troubleshooting coordination.
• Prepare and distribute sales reports, order status updates, and related documentation.
• Assist in organizing sales presentations, trade shows, and customer meetings as needed.
• Schedule and coordinate customer visits, including agendas, meeting logistics, and factory tours of the Homestead facility.
• Arrange lunches, hospitality, and other accommodations for customers and visitors during on-site meetings and tours.
• Support the planning and execution of events for sales representatives, including logistics, venue coordination, and materials.
• Handle administrative tasks such as filing, invoicing support, and correspondence.
• Communicate proactively with customers to resolve issues and ensure high levels of satisfaction.
• Any other duties as assigned by a supervisor.

Required Qualifications

• High school diploma or equivalent required; additional education or training in business, customer service, or a related field is a plus.
• Minimum of 2-4 years of experience in sales support or customer service, ideally within manufacturing or HVAC industries.
• Strong interpersonal and communication skills, with a customer-first mindset.
• Proficiency in Microsoft Office Suite; experience with ERP/CRM systems (such as SAP or Salesforce) is a plus.
• Excellent organizational skills and ability to manage multiple tasks simultaneously.
• Anticipates customer, scheduling, and coordination issues and takes proactive steps to resolve them before they affect customers or internal teams.
• Adjusts priorities and approach in real time based on customer needs, production updates, and feedback from sales, engineering, and operations.
• Recognizes mistakes, communicates them promptly, and takes ownership of implementing corrective actions to prevent recurrence.
• Bilingual proficiency in English and Spanish is required.