In 2015, FIRMAN Power Equipment, Inc. introduced its portable generator power equipment to the North American market, offer customer-friendly units with larger tanks and extended run times. We also provide our customers with top-notch technical support.
Summary:
Provides basic technical support and assistance to customers via e-mail, phone, or chat regarding their generator. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance on FIRMAN generators. Provides customers with preventive maintenance and configuration recommendations for their generator. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of FIRMAN products and services. Escalates more complex inquiries to a higher-level support team. Typically requires a high school diploma or equivalent. Typically reports to a supervisor.
Works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job.
Responsibilities and Functions:
Communicates with Technical team using Teams application.Locates service centers for customers that require repair or maintenance on their generator.Maintains professionalism and composure during all customer interactions.Demonstrates empathy and patience to customers, especially under stressful situations.Utilize NetSuite to navigate and create, part orders, customer profiles, support cases, and creating Shopify orders.Responds to Chat inquires quickly with an approval rating over 90%.Responds to Email Information page inquiries through Outlook.Troubleshoot and answer customer inquiries regarding FIRMAN products.Continuously learns FIRMAN products and best practices for troubleshooting generators.Vonage answer rate must be above 95% unless assigned other duties.Vonage ready state must be above 90% unless assigned other duties.Must answer and assist to completion over 99% of all calls.Attach is related documents and files to each customer profile case in NetSuite.Utilizes operating manuals, FAQ’s, and website and other sources to assist with customer inquiries.May be required to assist other departments.Overtime as needed during peak season.Some travel as needed.Completes trainings and attends Company meetings as assigned.Other duties as assigned.Skills and Abilities:
Must have customer interaction experience by phone, email, and chat.Experience working with outside warehouses required.Experience using FedEx and UPS shipping interfaces.Must have attention to detail, good follow-through, and organizational skills are paramount.Excellent critical thinking skills and the ability to apply information quickly.Must be reliable, flexible, proactive, team player, and highly motivated.Knowledge of small engine operations and repairs.Must be able to navigate multiple screens.Ability to work in a dynamic, pressured, and ever-changing environment.Liaison with Operations to address complaints, questionnaires, and documentation.Bilingual is a plus – French/Spanish.Education:
High school diploma or equivalent. Customer service experience a plus.Communications:
Ensures clear and timely communication within department and with other departments to maximize quality, productivity, and minimize customer complaints.A team player with an outgoing personality, willing to take the initiative while staying organized is necessary.Must have good written and verbal communication skills and act as a problem solver.Working knowledge of MS Office (Word, Excel, Outlook, PowerPoint) and NetSuite.Keeps the management team abreast of significant issues or developments identified during routine activities and actions being taken to improve the situation.Respects confidentiality of privileged information.Personal Growth:
Reviews and educates self on all FIRMAN products.Exercises tact and discretion in interpersonal contacts.Supports the Company Values.Demonstrates commitment to continued personal and professional growth and development.Physical Demands:
Regularly required to use hands to finger, handle, or feel.Reach with hands and arms and talk or hear.Frequently required to sit.Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Occasionally lift and/or move 10 to 25 pounds.Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus. Read LessIn 2015, FIRMAN Power Equipment, Inc. introduced its portable generator power equipment to the North American market, offer customer-friendly units with larger tanks and extended run times. We also provide our customers with top-notch technical support.
Summary:
Provides basic technical support and assistance to customers via e-mail, phone, or chat regarding their generator. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance on FIRMAN generators. Provides customers with preventive maintenance and configuration recommendations for their generator. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of FIRMAN products and services. Escalates more complex inquiries to a higher-level support team. Typically requires a high school diploma or equivalent. Typically reports to a supervisor.
Works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job.
Responsibilities and Functions:
Communicates with Technical team using Teams application.Locates service centers for customers that require repair or maintenance on their generator.Maintains professionalism and composure during all customer interactions.Demonstrates empathy and patience to customers, especially under stressful situations.Utilize NetSuite to navigate and create, part orders, customer profiles, support cases, and creating Shopify orders.Responds to Chat inquires quickly with an approval rating over 90%.Responds to Email Information page inquiries through Outlook.Troubleshoot and answer customer inquiries regarding FIRMAN products.Continuously learns FIRMAN products and best practices for troubleshooting generators.Vonage answer rate must be above 95% unless assigned other duties.Vonage ready state must be above 90% unless assigned other duties.Must answer and assist to completion over 99% of all calls.Attach is related documents and files to each customer profile case in NetSuite.Utilizes operating manuals, FAQ’s, and website and other sources to assist with customer inquiries.May be required to assist other departments.Overtime as needed during peak season.Some travel as needed.Completes trainings and attends Company meetings as assigned.Other duties as assigned.Skills and Abilities:
Must have customer interaction experience by phone, email, and chat.Experience working with outside warehouses required.Experience using FedEx and UPS shipping interfaces.Must have attention to detail, good follow-through, and organizational skills are paramount.Excellent critical thinking skills and the ability to apply information quickly.Must be reliable, flexible, proactive, team player, and highly motivated.Knowledge of small engine operations and repairs.Must be able to navigate multiple screens.Ability to work in a dynamic, pressured, and ever-changing environment.Liaison with Operations to address complaints, questionnaires, and documentation.Bilingual is a plus – French/Spanish.Education:
High school diploma or equivalent. Customer service experience a plus.Communications:
Ensures clear and timely communication within department and with other departments to maximize quality, productivity, and minimize customer complaints.A team player with an outgoing personality, willing to take the initiative while staying organized is necessary.Must have good written and verbal communication skills and act as a problem solver.Working knowledge of MS Office (Word, Excel, Outlook, PowerPoint) and NetSuite.Keeps the management team abreast of significant issues or developments identified during routine activities and actions being taken to improve the situation.Respects confidentiality of privileged information.Personal Growth:
Reviews and educates self on all FIRMAN products.Exercises tact and discretion in interpersonal contacts.Supports the Company Values.Demonstrates commitment to continued personal and professional growth and development.Physical Demands:
Regularly required to use hands to finger, handle, or feel.Reach with hands and arms and talk or hear.Frequently required to sit.Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Occasionally lift and/or move 10 to 25 pounds.Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus. Read LessSummary:
The Customer Service Representative is responsible for being the central point of contact for our customer accounts, ensuring seamless coordination across all aspects of order management by managing orders from receipt through acknowledgment, communication, ship commitments, and ongoing status updates through final delivery. This role encompasses full lifecycle management of transactions, including order entry, supplier follow-up, returns processing (RMA), issue resolution, and meeting performance metrics. The position requires close collaboration with internal teams and external partners to ensure timely and accurate fulfillment, while maintaining strong relationships with key accounts.
Sales Administration and Development
Meets FIRMAN and customer performance standards to maintain strong customer relationships and avoid performance penalties. Manages end-to-end lifecycle of assigned customer orders, including order entry, processing, scheduling, shipment coordination, proof of delivery retrieval, and documentation management. Serves as the primary point of contact for assigned accounts, collaborating closely with Sales, Logistics, and external partners to manage order updates, revisions, and fulfillment expectations. Enters and maintains orders in ERP systems accurately, providing realistic and timely ship dates while proactively communicating status updates and changes to internal teams and customers. Acts as the voice of the customer, ensuring internal alignment to meet service expectations, and resolve issues efficiently. Processes customer returns in accordance with company policies and customer agreements, ensuring accuracy and compliance. Validates purchase order pricing against approved quotes and contracts.Coordinates with internal teams, and other parties involved to resolve discrepancies. Partners with Sales and Logistics to align inventory availability and production capacity with shipping schedules and customer demand, adapting to supply chain constraints. Collaborates with internal teams to evaluate and commit to feasible delivery timelines, especially for high-volume or short-lead-time orders. Supports technical and other teams as needed in addressing product or order-related inquiries as needed. Resolves complex customer issues professionally and promptly, ensuring commitments to service excellence are consistently met. Identifies process improvement opportunities and contributes to continuous improvement initiatives to enhance efficiency and customer satisfaction. Facilitates clear communication across departments to balance customer expectations with business priorities and operational capabilities. Prepares and analyzes daily, weekly, and monthly reports related to order status, fulfillment, and account performance. Attends meetings and trainings as needed.Other duties as assigned.Skills and Abilities:
EDI experience preferred. Experience managing high-profile or key accounts preferred. Strong attention to detail with exceptional organizational and follow-through skills. Excellent written and verbal communication skills, ensuring effective collaboration with both internal teams and external partners. Strong decision-making skills with the ability to analyze and apply information effectively. Reliable, flexible, proactive, and highly motivated team player. Knowledge of CPG (Consumer Packaged Goods) customers preferred. Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Ability to perform effectively in a fast-paced, dynamic, and constantly evolving environment. Proactively escalate significant issues or concerns to team leadership as they arise. Act as a liaison with Operations to address customer complaints, questionnaires, and documentation requirements.
Education and Experience
High school diploma (or equivalent).Two (2) years of relevant experience.Prefer experience in the CPG and/or Manufacturing sector.Communications:
Ensures clear and timely communication within department and with other departments to maximize quality, productivity and minimize down time.Proven ability to handle multiple priorities, work in a fast-paced environment, and make decisions quickly is a must. Keeps management informed of significant issues and actions being taken to address and/or improve the situation. Acts as a problem solver and team player. Presents technical information and/or procedures to the team.Respects confidentiality of privileged information.
Personal Growth:
Exercises tact and discretion in interpersonal contacts.Respects confidentiality of privileged information.Supports the Company’s core values.Demonstrates commitment to continued personal and professional growth and development.Physical Demands:
Occasionally required to walk, stoop, bend, kneel, crouch, crawl, or squat.Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.Regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Prolonged periods of sitting at a desk and working on a computer.Ability to lift 10 to 25 pounds. Read LessSummary:
The Material Handler II is responsible for the loading, unloading or moving of materials within the storage facility. Utilizes forklifts, clamp, hand trucks, hoists, conveyors, or other handling equipment to move material to and from trucks and within the storage facility. Records flow information of materials and products and ensure accuracy. Performs various operations, including unloading, picking, packing, counting, and checking items to maintain inventory. May assist in the training of lower-level material handlers. Works independently within established procedures associated with the specific job function. May view or input information into a warehouse management system (WMS), enterprise resource system (ERP), or another database.
Responsibilities and Functions:
Leads warehousingsafetycompliance bymaintainingconditionof work area (eg. free of trash, product incorrectlocation,etc.).accordingto companysafetypolicies andproceduresandencouragesotherassociatesto do thesame.Complete taskssuchasloading,unloading,sorting, picking,stocking,stagingand generalhandlingofgoods.Recives,counts, andrecordsshipmentdata.Matchespackinglist information toactualpackedmerchandise.Organizes,prepares, packs andunpackspackages/merchandise for storage.Organizes, packs,unpacksstock items,maintainingwarehouseasiles/rack/bin location planning concepts.Efficientlyoperatesforklifts,clamps,hand trucks orothermachineryinorderto complete tasks, and regularinspectionfor safeoperations.Makes goodjudgementpertainingtopalletizingandpreparinggoods.Patricipatesin system andprocessimplimentationand training.Useselectronicidentificationtools, scanners,stamps, tags orotherlabelingequipment.Supports internal audits.Interactswith theSupervisor and Managerto provide consultative support for business improvement initiatives.Directs the implementation of strategic business and/or operational plans, projects, programs and systems.Mentor the department staff as needed to develop the strength of the teams.Uses tools (eg. hand tools, packing, banding, computer and peripherals) as needed.Uses computer and peripherals for company related email, warehouse functions.Completes trainings and attends Company meetings as assigned.Performs other duties as assigned.Skills and Abilities:
A key player in theCompany’seffortstohaveindustry“goldstandard”fulfillmentratings. Knowledge of the correct processes from clearly prescribed rules, past practices, or instruction.Seeksadviceandguidanceon non-routine orproblemareasfrom supervisor.Deviationsfrom thenormareclearedby thewarehousemanagement. Exercisesjudgmentinaccordancewithwell-definedpolicies,procedures, techniques. Worktypicallydoesnotrequirereview of output by Supervisor or Manager.Keepssupervisorawareofsignificantissuesorconcernsidentifiedduringroutine activities.Attentiontodetail, good follow-throughandorganizationskills areparamount.Excellentcommunicationskills are imperative toensurequalityandefficiencieswithexternalandinternalcustomers.Reliable,flexible,proactive, team player andhighlymotivated.Abilityto workin adynamic,pressuredandever-changingenvironment.Knowledge of machines and tools.Communications:
Ensuresclear andtimelycommunication withindepartmentand with other departments to maximize quality, productivity and minimizedown time.Has a “service orientation” and acts as a problem solver and team player.Must have a strength in multi-tasking and creating solutions.Musthave good verbal communication skills.Keepsthemanagement team abreast of significant issues or developmentsidentifiedduring routine activities and actions being taken to improve the situation.Respects confidentiality of privileged information.Education:
Highschool diplomaor equivalent.Three (3) to five (5)years ofrelatedexperience.Specialized skills training/certification may berequired.Personal Growth:
Exercises tact and discretion in interpersonal contacts.Demonstrates commitment to continued personal and professional growth and development.Supports Company Values.Physical Demands:
Exposure tofactors such as temperature extremes, moving machinery, loud noises, and fumes, which may cause noticeable discomfort. Ability to lift and carry up to 50 pounds in a physical environment. Ability to stand for periods of time up to andexceeding8 hours. Ability to make repetitive movements, including, but not limited to, bending, twisting, or squatting. Read LessJob Title: Logistics Coordinator I
Department: Supply Chain
Reports to: Warehouse Manager
Classification: Full-Time/Non-Exempt
In 2015, FIRMAN introduced its portable generator equipment to the North America market, offering customer-friendly units with larger tanks and extended run times. We also provide our customers with top-notch technical support.
Summary:
The Logistics Coordinator is responsible for the efficient and accurate coordination and communication between traffic and shipping/receiving. The scope of the position includes specialized warehouse tasks that include labeling, document creation and organization, data entry, order processing and the ability to serve and communicate effectively within all departments. They must encourage process improvement in self and others.
Responsibilities and Functions:
Responsible for planning utilization of shipping/receiving schedules to meet the customer requirements on a daily/weekly basis based on priority.Responsible for understanding customer requirements and maintaining a master schedule pertaining to shipping/receiving daily/weekly activities.Directly responsible for problem solving and communicating with Warehouse Manager with any shipping issues for both domestic and international shipments.Identifies opportunities to consolidate shipments to reduce freight expenses and optimize gross weight and cube of all carrier modes.Books transfer containers or trucks as required for sales orders in outside warehouses.Schedules appointments with outbound and inbound carriers and creating and updating a master traffic schedule by week.Prints and distributes Pick Slips to the warehouse for picking and shipping purposes.Creates the Packing Slips, Bill of Ladings, Labels, and other related shipping documents for outbound shipments.Highlights and/or notes all work order comments associated with meeting a customer requirement.Coordinates warehouse inspections when requested.Maintains documentation to reflect the effectiveness and efficiency of the shipping/receiving activities.Works in a cooperative manner with all employees.Performs any task or duty associated with accurately shipping a work order out on time.Receives, counts and records shipment data into the system. Matches packing list information to actual packed merchandise.Identifies incorrect/short-shipped items and immediately notify Customer Service coordinator.May use electronic identification tools, scanners, stamps, tags, or other labeling equipment.Uses a computer and peripherals for company related email, warehouse, and customer service functions.A key player in the company’s efforts to have a “high order fulfillment rating”.Responsible for working with the warehouse to coordinate the next day’s shipments.Completes trainings and attends Company meetings as assigned.Performs other duties as assigned.Skills and Abilities:
Selects correct processes from clearly prescribed rules, past practices, or instruction.Seeks advice and guidance on non-routine or problem areas from manager. Deviations from the norm are cleared by Manager.Exercises some judgment in accordance with well-defined policies, procedures, techniques. Work typically involves regular review of output by a co-worker or supervisor.Attention to detail, good follow-through and organizational skills are paramount.Excellent communication skills are imperative to ensure quality & efficiency with external and internal customers.Excellent decision-making abilities and abilities to apply information.Reliable, flexible, proactive, team player and highly motivated.Ability to work in a dynamic, pressured, and ever-changing environment.Liaison with operations addressing complaints, questionnaires, and documentation.General understanding of Windows based computer systems.Strong proficiency in Microsoft Office Suite including Word, Excel, Outlook.Touch type and 10-key data entry capabilities.Basic understanding of EDI.NetSuite experience preferred.PaceJet experience preferred.Education:
High school diploma or equivalent required. One (1) to three (3) years of experience in areas of responsibility.Communications:
Ensures clear and timely communication within department and with other departments to maximize quality, productivity and minimize down time.Acts as a problem solver and team player. Must have good written and verbal communication skills.Keeps the management team abreast of significant issues or developments identified during routine activities and actions being taken to improve the situation.Presents technical information and/or procedures to the team.Respects confidentiality of privileged information.Personal Growth:
Exercises tact and discretion in interpersonal contacts.Supports Company Values.Demonstrates commitment to continued personal and professional growth and development.Physical Demands:
Exposure to factors such as temperature extremes, moving machinery, loud noises, and fumes, which may cause noticeable discomfort.Ability to make repetitive movements, including, but not limited to, walking, stooping, bending, kneel, crouch, crawl, or squatting.Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus Read Less