What you will do:
This internship is located in La Crosse, Wisconsin. Applicants must currently reside in the La Crosse area in order to be considered, as the position requires year-round availability while attending school full time.
Serve as an Order Management Representative on the Parts & Supply, Order Management Team. The Order Management Representative is the primary contact point for all external and internal customers interacting with the HVAC parts & solutions business in a high volume, transactional environment. This position is the first contact our customers have with the organization and thus sets the tone for the relationship going forward. This position is the customer’s primary link to all other areas of the company and is directly involved in judgment decisions affecting processing and researching customer orders. The position reports to an Order Management Team Leader.
- Develop and maintain positive working relationships with both internal and external customers.
- Answer queries via phone, e-mail and other digital methods regarding parts orders.
- Work with other customer associates of different levels as well as other functional groups to ensure that customer’s questions and concerns are answered timely and thoroughly.
- Provide direction and training to other team members as needed.
- Participate in customer service-related projects such as MDI (Monitoring for Daily Improvement).
- Answer a wide variety of questions from internal and external customers in the form of phone calls, emails, instant messages, and other digital means.
- Check availability of parts or units, find component match-ups, and verify pricing.
- Identify common parts using available tools and coordinate resources for complex requests.
- Locate parts, and process orders on behalf of external customers.
- Work with multiple suppliers to expedite orders.
- Work with planning, operations, and the field to ensure that promise dates are met.
- Manage assigned open orders, monitor reports, and act on the information to ensure customers are kept informed of their orders.
- Interface with cross-functional stakeholders as necessary to meet the customers’ demands.
- Exemplify proper judgment, problem-solving, and decision-making with a friendly and professional attitude, while always keeping the best interest of the customer and the organization in mind.
- Assist in and support the development of process improvements and continuous learning.
- Other duties as assigned by Order Management Team Leader’s.
What you will you bring:
- Must be a second-year, full-time student in a 2-year accounting, finance, management information systems, business administration, computer science, or related program OR entering junior or senior year in a bachelor’s degree program in accounting, finance, management information systems, business administration, computer science, or related program.
- Ability to work approx. 20 hours/week during school and 40 hours/week during Summer & Winter breaks (or other breaks if applicable).
- Demonstrated ability to work effectively in a team environment as well as independently.
- Must be able to perform and/or understand basic data analysis.
- Must be able to work well and adapt to change in a fast-paced environment.
- Excellent written, verbal, and interpersonal communication skills.
- Strong customer service skills required.
- Proficiency with MS Office Suite (Excel, Word, PowerPoint, Access, Outlook) required.
- Must have a positive attitude and be energetic and customer centric with a focus on building relationships with customers, teammates, and other functional teams.
- Ability to prioritize work based on customer need and multi-task in a high volume, transactional environment required.
- Must maintain professionalism at all times with customers, coworkers and other functional teams.
