What are the responsibilities and job description for the Customer Experience (Customer Service) Representative position at Duravent Group?
Who We Are:
The Duravent Group is a recognized global technology leader in the HVAC industry, first-to-market with innovations in venting systems. Founded in 1956, our $500 million company is headquartered in Detroit, Michigan, and has 15 locations across Canada, Mexico, and the United States. Duravent leads with best-in-class design and manufacturing capabilities, world-class distribution networks, and customer-first service and support. We ensure quality and drive safety through scientifically proven materials and unequaled engineering.
Duravent acquired Grand Rapids-based Hart & Cooley in 2021. A leader in the HVAC industry since 1901, the Hart & Cooley acquisition brings a legacy of quality and service, robust manufacturing and distribution capabilities, and a suite of trusted brands into the Duravent family.
As a combined company, Duravent is uniquely positioned as the next generation leader in interior climate technology industry. Our team of passionate professionals needs you! Come join us and help us build for the future!
This Role:
Our Customer Experience team is currently seeking a friendly and professional Customer Experience (Customer Service) Representative. This would be a full-time, hybrid role (work from home as primary but occasional in-office days for quarterly meetings as directed by manager) , reporting directly to our Customer Experience Manager.
What You Will Do:
In an effort to help the Customer Experience department achieve the goal of 100% customer satisfaction, the Customer Experience Representative (Commercial Division) will be responsible for processing orders, customer requests, and other related duties.
How You Will Do It:
- Manage orders, including: processing, checking status, expediting and tracking shipments, serving as liaison to other departments processing orders
- Respond to customer requests, questions, and complaints. Escalate customer complaints to supervisor or manager.
- Process documentation for returns/replacements as needed
- Remain up-to-date on various marketing promotions, price changes, new products and delivery options
- Provide sales quotes, samples, and sales materials to customers as needed
- Maintain an ‘all in this together’ attitude, fostering a positive team environment and completing other related tasks as identified or assigned.
What We’re Looking For:
For this early to mid career role, we are seeking candidates who:
- Have current U.S. work authorization without requiring future visa sponsorship (required)
- Offer previous work experience in an ERP, especially SAP (strongly preferred)
- Can type 45 wpm (required)
- Have proficiency in Microsoft Office Suite, including Word, Excel, and Outlook (required). Experience with pivot tables and V-lookups (preferred)
What We Offer:
- 401(K) with match
- Thirteen Paid Holidays
- Paid Vacation
- Paid Personal Time Off
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Long Term Disability Insurance
- Short Term Disability Insurance (variable per state)
- Life Insurance
- Flexible Spending Accounts
- Employee Assistance Plan
Work Environment:
This is a mostly from-home position that would require occasional trips to collaborate with the team at our Kentwood, MI office space. (You don't have to work in a call center!)
EEOC Statement:
Duravent is an equal opportunity employer committed to making employment decisions solely on valid job requirements. We provide employment opportunities to all qualified applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity/expression, age, disability, or veteran status.
