Position Title: Customer Service Representative I
Who We Are:
At Nortek Global HVAC (NGH), we have a passion to make the world breathe easier.
We engineer top-tier residential, commercial, and manufactured housing HVAC equipment that our contractors love to install, our end-users comfortably enjoy, and our partners proudly carry.
As a Madison IAQ company, we are committed to our mission of making the world safer, healthier, and more productive.
Our mission, alongside our core values of trust, bias for action, and an entrepreneurial spirit are what enables us to build something truly remarkable that will long outlast us.
POSITION SUMMARY:
Primary role is to perform duties required to act as the internal liaison between Nortek Global HVAC and the customer base, pro-actively dealing with customers to assure a high level of customer care by processing orders accurately, communicating product availability, order status, and ensuring resolution to problems.
In addition, the position requires helping with parts identification, and warranty coverage, status, and registration.
This position also requires active participation to ensure achievement of Nortek Global HVAC core values of providing high levels of customer care.
POSITION RESPONSIBILITIES:
· Receive orders via fax, EDI, on-line, and from internal personnel for processing and shipment to the warehouse.
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Verify orders that have been received by checking model/spec numbers, pricing availability, terms and discounts using the mainframe and marketing manuals; input new orders via SAP or electronic download.
Negotiate with distributors concerning shipping dates, order size and Initiate a fax acknowledgement form to confirm that an order has been received, prices have been verified, and product ordered is correct.
Communicate with Inventory Control and Warehousing regarding product availability requests, special customer requests, inventory shortages, and out of the ordinary purchases in an effort to supply product in a timely manner.
Research inventory billing discrepancies and send cycle count request to appropriate shipping warehouse and creditor.
· Enter RGA requests for shipping errors resulting from order entry.
Investigate billing discrepancies and enter credit requests into SAP system.
Assist distributors with identifying service parts SKU’s, learning available methods of finding service part SKU’s, identify and document issues; wrong SKU’s, missing SKU’s, missing information, and document updates related to service parts.
Collect data and maintain records to support manufacturing and engineering product problem reports as it relates to identifying a high volume of service part requests.
Adhere to appropriate corporate culture, as defined by corporate values, mission statement, associate handbook, and company guidelines.
Representing Nortek Global HVAC Customer Care group to customer base and internal - Must embody the ideal role of customer care as a customer care ambassador for the company.
Assist with warranty matters, including, but not limited to; registration, claims entry process, authorization inquiries, claims status, and warranty coverage.
Perform other duties as may be assigned by the Customer Care Supervisor.
POSITION QUALIFICATIONS:
Education: High school is required.
A two-year degree from an accredited college or HVAC technical school is a plus.
Preferred Skills:
Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions, interpret instructions furnished in written or oral form
· Thrive in a team atmosphere
· Excellent customer care skills with a “customer first” mentality
· Excellent verbal and written communications
· Strong organizational and time management skills
· Computer skills including Microsoft Office
· SAP experience preferred
· technical knowledge of HVAC systems is a plus
Nortek Global HVAC offers a comprehensive compensation and benefits package.
To learn more about NGH, please visit our company website at https://www.
nortekhvac.
com/.
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