Customer Service Rep IV

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world.  Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development.  We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. 

As part of Cooling’s Engineered Air Movement group, TAMCO is an innovative manufacturer of high-end, superior quality dampers and air control products that serve commercial, industrial, and institutional markets.   With its high attention to detail for products that are durable, maintenance free, energy efficient, and unparalleled in performance, companies rely on TAMCO to provide comfort and mission critical and industrial cooling solutions.

How you will make an Impact (Job Summary) 

SPX is a diverse team of unique individuals who all make an impact. As a Customer Support Representative, you will be critical to enhancing customer satisfaction and maintaining our reputation for excellence by providing exceptional customer support and problem solving skills.  As the primary point of contact for the field sales offices and customers, you are responsible for ensuring the smooth processing of orders, efficient resolution of claims, and prompt response to inquiries. The successful Customer Support Representative has strong communication skills, attention to detail, and the ability to work in a fast paced environment.   

What you can expect in this role (Job Responsibilities) 

While each day brings new opportunities at SPX, your core responsibilities will be: 

1. Customer Service 

• Provide outstanding customer service to field sales office personnel and customers  
• Collaborate with sales team to ensure order entry accuracy and confirm product availability and delivery timelines 
• Research and resolve solve customer inquiries and claims promptly and professionally, striving for effective solutions that meet or exceed customer expectations 
• Proactively communicate with field sales offices and customers regarding order status updates, product availability, and any potential delays 
• Provide backup coverage to other CSR’s and switchboard operator/receptionist as needed 

2. Order Processing and Documentation:   

• Review purchase orders submitted by customers to ensure clear understanding of needs 
• Process customer orders accurately and efficiently in order entry system, ensuring adherence to company policies and procedures 
• Maintain accurate customer records and order information in company database 
• Communicate all requests for expedited orders to appropriate parties 
• Liaise with other internal departments to coordinate order fulfilment and resolve any issues or delays 
• Establish reminders for necessary follow ups and ongoing monitoring 

3.  Continuous Improvement:   

• Assist in identifying and implementing process improvements to enhance customer satisfaction and operational efficiency 
• Provide feedback and insights on customer interactions to improve customer service practices 
• Stay updated on product knowledge, industry trends, and company updates to provide accurate and relevant information 
• Participate in other projects as assigned that relate to the overall goals of the department and organization 

What we are looking for (Experience, Knowledge, Skills, Abilities, Education) 

We each bring something to the table, and we are looking for someone who has: 

Preferred Experience, Knowledge, Skills, and Abilities 

• Strong verbal and written communication skills, with the ability to explain concepts clearly, concisely, and professionally 
• Detailed oriented approach, ensuring accuracy in data entry and order processing  
• Professional and courteous demeanor with conflict resolution abilities to address customer issues with a positive attitude, patience, and respect 
• Self-directed and organized, exhibiting strong initiative, and the ability to prioritize and execute multiple priorities in a fast paced and changing environment 
• Ability to work collaboratively in a team-oriented environment 
• Familiarity with order entry systems
• Proficiency in basic mathematical skills 
• Prior experience in a call center environment 
• Prior experience with ERP
• Excellent abilities in MS Office Suite 
  • Self-directed and able to function independently.
  • Driven to support day-to-day functions and proactively seeking opportunities to support team members.
  • Adaptable to new computer and software technologies
  • Aptitude and history of identifying and solving business problems

Education & Certifications 

• High school diploma or equivalent preferred 

Travel & Working Environment 

• Call Center environment 
• On-site availability in Smiths Falls
• Travel negligible  

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are.  Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other.  Whether you are an individual contributor or you lead a large team, each of us leads at SPX.  

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs  

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day.  We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realise their fullest potential.