Customer Service Representative

Customer Service Representative

Ice Qube, Inc. is a leading manufacturer of advanced cooling equipment and electronic enclosures serving a wide range of industries, including telecommunications, oil and gas, energy, water and wastewater management, industrial and process automation, digital signage, pharmaceuticals, packaging, food and beverage, energy storage, and kiosks.

Recognized for innovation and engineering excellence, Ice Qube produces the world's smallest and slimmest packaged air conditioners, as well as ATEX/IECEx Zone 1 and Zone 2 certified cooling solutions. Since its founding in 1995, the company has been dedicated to delivering environmentally responsible, diverse, and cutting-edge products that offer exceptional efficiency, reliability, and cost-effectiveness.

As we continue to grow, we are seeking candidates to join our team. This position is located in our Greensburg, PA location. We offer an excellent benefits package including medical and dental insurances. Fully paid vision, short and long term disability, and life insurance. HRA, EAP, Simple IRA with 100% company match up to 3%. Paid vacation, PTO, sick time and holidays.

Job Summary

As a Customer Service Representative, you will play a vital role in ensuring our customers receive exceptional service and support. You will be responsible for handling various customer inquires, resolving issues, and collaborating with internal teams to ensure customer satisfaction.

Essential Functions

• Acknowledge and address customer inquires regarding order status, shipping issues, invoices, and tracking information
• Maintain document routing and locate lost orders by coordinating with freight carriers
• Handle late or early orders, shipping costs discrepancies, and vendor forms such as W-9
• Serve as overflow receptionist during busy times of the year
• Handle customer complaints and issues with professionalism and efficiency
• Keep accurate records of customer interactions, process accounts, and file necessary documents
• Collaborate with internal departments to address customer concerns and improve processes

Job Qualifications

• Strong phone, active listening, and computer skills
• Excellent organizational skills to manage multiple tasks effectively
• Familiarity with CRM systems and practices
• Customer-oriented mindset with the ability to adapt to different personalities
• Exceptional communication and presentation skills
• Confident at troubleshooting and resolving customer issues
• Adept at customer de-escalating techniques
• Ability to multitask, prioritize, and manage time efficiently
• Highschool diploma or equivalent