Customer Service Analyst

DuraVent in Vacaville, CA

  • Type: Full Time
position filled
Be part of a team that is defining DuraVent! If you are dependable and provide a high level of professionalism…and want to work for the BEST HVAC manufacturing company in North America…. then this is the position for you! Position Summary: The Customer Service Credit and Deduction Analyst is responsible for researching and reconciling all customer disputed charges on billing invoices. This position works closely with the accounting department, vendor compliance and distribution. This role demands a very fast pace with accuracy for detail. Main Job Duties and Responsibilities ·        Processes and research chargebacks and all returns received and issue credits accordingly ·        Manage retail research and accounting ·        Research and manage all shortages on orders, damages from shipping or refused product orders ·        Manage all pricing discrepancies ·        Research all shortage cycle count requests ·        Meet tight deadlines to dispute daily/ weekly/ monthly and quarterly chargebacks ·        Track weekly/monthly metrics ·        Issue credits and debits ·        Return Materials Authorizations ·        Manage retail accounts portals and maintain compliance ·        Work closely with accounting to update case and customer quality log ·        Request and process credit approvals ·        Work closely with distribution on carrier claims and pick ups ·        Research warranty issues ·        Responds to customer service requests via phone, e-mail, fax or postal mail. ·        Back up Customer Service team to checks status of open orders, communicates order status to customers, expedites orders and tracks shipments. ·        Responds to customer complaints and concerns by clarifying issues, finding solutions and following up to ensure resolution. ·        Helps assess root cause of issues and works towards process improvements to avoid future issues. ·        Maintains liaison with other departments for order processing and completion. ·        Communicates with finance to adjust billing. ·        Ensures unresolved customer service issues are escalated to supervisor and/or customer relations manager. ·        Processes paperwork for returns and replacements. ·        Performs various administrative tasks such as filing, making copies, distributing paperwork, answering phones, and other tasks as assigned. ·        Contributes to team efforts by accomplishing related department activities as they arise and fostering positive team relations. ·        Works to ensure that customer satisfaction is the number one goal of the department. Minimum Requirements ·        1-3 years’ experience in customer service credit department. ·        Proficiency in Microsoft Office Suite, including Word, Excel, Outlook ·        Ability to be innovative, creative and think outside the box. ·        Ability to work independently with little supervision. ·        Self-motivated, positive, dependable, enthusiastic and responsible. ·        High level of verbal and written communication skills. ·        Detail oriented, organized and thorough. ·        Ability to defuse, trouble-shoot and resolve customer complaints in a positive and professional manner. ·        Ability to research issues, ask questions and communicate escalated issues to the appropriate party for resolution. ·        Ability to prioritize work, multi-task and handle competing demands in a fast-paced environment. ·        Open minded, flexible and able to adapt to changes in the workload or department. ·        Basic math abilities; addition, subtraction, multiplication, division, percentages, etc. Preferred Qualifications SAP experience preferred. Experience in manufacturing environment a plus. Company Summary: DuraVent is the recognized technological leader in the venting industry. Consistently first to market with new innovations, DuraVent is committed to providing safe and technologically advanced venting. As part of our commitment to push the industry forward and continue our mission to innovate, DuraVent operates 2 laboratories designed for the research and development of many types of products. The company's research into solving problems with corrosion, installation challenges, and changing regulations has led to several patented venting systems unmatched in the industry today. DuraVent has a corporate office located in Detroit MI as well as 3 manufacturing facilities totaling over 250,000 square feet strategically located in the US and Canada and is able to provide high-quality, low-cost Hearth, Residential HVAC, and Commercial HVAC products to our chosen markets. Our 650 employees at 4 North American locations have a culture of openness and teamwork and a tradition of high performance and growth to WIN! DuraVent offers the following benefits: ·        Medical Insurance ·        Dental Insurance ·        Vision Insurance ·        Long Term Disability Insurance ·        Life Insurance ·        Flexible Spending Accounts ·        Employee Assistance Plan ·        Eleven Paid Holidays ·        Paid Vacation ·        Paid Personal Time Off ·        401(k) with 4% match To apply, please email your cover letter, resume and salary requirements to: lhanson@duravent.com

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