Customer Order Support Job Locations US-TX-Richardson Requisition # 2025-47846 Category Customer Service Shift / Hours Regular Company Overview

WHO WE ARE:

 

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

 

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Job Description

WHAT YOU WILL BE DOING:

 

Primary Function:

Under general supervision, provides customer service support related to selling and logistics of the ADP product line, including evaporator coils, air handlers, and other HVAC related products.

 

Bilingual (English and Spanish) is preferred, not required.

 

Key Responsibilities:

Customer SupportHandle inbound calls with professionalism and efficiency, addressing customer inquiries and providing timely support.Accurately process orders, including material numbers, quantities, and pricing. Resolve line holds due to pricing discrepancies or materials not listed on pricing.Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.Conduct research on part numbers to ensure accurate order processing and resolve issues related to product information.Submit and manage credit and return requests for concealed damages, quantity shortages, carrier damages, pricing disputes, and other discrepancies as stated by the customer.Assist sales representatives with order placement, status updates, inventory lookup, and customer-related concerns.Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to the customer throughout the process.Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.Provide technical support for Part search and pricing.Make effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreement.

 

Order ManagementReview open orders for On-Time In-Full (OTIF) compliance and coordinate with production or supply chain for execution.Create and develop a centralized point of contact HUB for order management/tracking.Manage a high volume of Supply Chain or internal stakeholder requests or communications (via phone and/or email).Maintain accurate records of all internal and external interactions in the appropriate database/system (SalesForce, SAP, etc.).Support order management team goals and initiatives to become a more proactive customer support organization.

 

Process ImprovementPropose new processes to drive continuous improvements and reduce inefficiencies.Identify and communicate areas for process improvement to management.Work with Accounting to minimize customer deductions with no resolution.Ensure the consistent adherence to department policies and procedures.Involve fellow team members in collaborative or team-empowered decisions based upon the company’s vision and mission.

 

Drive ResultsServe as an operational and management source of expertise and contribute to the success of the team/senior management team as a whole by supporting associated and team-wide initiatives.Lead the activities of the Customer Service dual role that supports our partners and key areas of business.This position leads the dual role by understanding customer priorities, proposing/implementing strategies, focusing on support, and ensuring issues are resolved in a timely manner with a focus on productivity and customer service.This role requires working with multiple departments such as Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and Logistics teams, along with working on other key initiatives that lead to customer requirements being met.

 

And any other duties as assigned.

Qualifications

WHAT WE ARE LOOKING FOR: 

 

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

Must have a high school diploma or an equivalent combination of education and experience.A bachelor’s degree or equivalent is preferred and 2 years’ related experience.

OTHER SPECIAL REQUIREMENTS:

Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized and focused on details. Requires general knowledge of the organization and thorough knowledge of company, products and services. Requires ability to navigate a computerized data entry system or other relevant applications.

COMPUTER SKILLS:

Proficient with Microsoft Office products including, but not limited to, Word, Excel, and Outlook, and live webinar.SAP experience preferred

 

 

WHAT WE OFFER:

 

Compensation:

This is a salaried exempt role. The salary range for this role and market is between $40,800 and 53,550 annually.  Factors that may affect the starting salary include geography/market and the individual’s tenure, performance, skills, education, experience, and other qualifications of the successful candidate.

 

Employees in this role are also eligible for annual bonus in accordance with the terms of the Company’s applicable plan.  Employees in this role are not eligible for overtime.

 

Benefits:

Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

 

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 10 paid holidays, and 3 floating holidays per year.

 

Our Culture:
At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization.  They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!

 

Disclaimers:

The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.

 

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