Customer Service Representative II

About the role

We begin with dreams. Dreams drive our motivation. Dreams are our future. The world's dreams, people's dreams, our dreams. Our passion creates ideas that make dreams come alive. Technology and products that were only dreams become reality.

All for dreams. Dreams challenge and the Nidec-Group will continue to meet the challenge. For the world's and people's tomorrows; the world's first, the world's best technologies and products; we will continue our part in creating a better society.

Job Summary

The HVAC Customer Service Representative II supports customers and internal teams by providing helpful information, answering questions, and resolving issues. The CSR role is the front line of support to help ensure that customers are satisfied with products, services, and features. Also providing solutions that fit individualized situations and prioritize the customers' needs at each step of the process.

Key Role & Responsibilities

• This position requires the ability to work independently as well as in a team setting and will be expected to accept direction from the Customer Service Supervisor/Manager with the ability to work amicably and productively with co-workers.
• Ensure a prominent level of accessibility to customers, including the handling and processing of a large volume of phone calls or e-mails in a prompt and efficient manner.
• Maintain a positive, empathetic, and professional attitude toward customers always.
• Serve as the point of contact and the voice of the customer to various departments within the sales order process (i.e., engineering, quality, operations, etc.).
• Communicate directly with external customers to provide lead times, pricing, availability, delivery dates, order acknowledgements, updates, and shipping information.
• Direct information and updates to the proper individuals within the organization.
• Solve problems that arise through the sales order process.
• Assist with warranty claims.
• Provide backup as required for customer team members.
• Process credits and RGA’s (Returned Goods Authorization) accurately and in a timely manner, according to department procedure.
• Additional tasks and duties assigned based on business needs.
• Regularly work from the office a minimum of 4 days per week to foster effective partnership and team connectivity. Candidate must be flexible to work in office up to 5 days a week based on business needs.

Experience/Skills

• Minimum of 3-5 years’ relevant Customer Service experience.
• Previous experience in HVAC products and service is a plus.
• Excellent communication skills (active listening, phone, and written communication skills).
• Ability to prioritize, attention to detail, and manage time effectively.
• Ability to analyze information and relay to individuals at different levels.
• Strong PC skills with proficiency in Microsoft Office required.
• Excellent written and oral communication skills, pleasant telephone etiquette and people skills.
• EDI, Oracle, or Microsoft AX/Dynamics 365 experience a plus
• Demonstrate a commitment to high professional ethical standards in a diverse workplace.
• Excel at operating in a fast-paced community environment.