Customer Care & Orders Specialist (Onsite)

Nortek Control LLC; Carlsbad (CA); On-site; USD 23,000 - 28,000; Full time

Job summary

Nice North America in Carlsbad, CA seeks a Customer Service Rep 1 to process orders, respond to inquiries, and manage stock adjustments and returns, onsite at Carlsbad or Olive Branch. Typical schedule is Mon-Fri, 7:00am-3:30pm Pacific.

The role emphasizes data accuracy, timely communication, and collaboration with Sales, Accounting, and Operations to ensure customer satisfaction and adherence to Return Policy.

Qualifications

• Associate degree (A.A.) or equivalent from two-year College, technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Must always be able to demonstrate excellent customer service and courtesy skills via email.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Spanish a plus.
• Advanced written and oral communication skills; detail oriented and strong organizational skills.
• Strong ability to adapt to changing priorities, and work with a sense of urgency.
• Must be able to maintain attendance within standards established by Nice North America’s attendance policy.
• Proven ability to multi-task, set project priorities and objectives for self.
• Computer literacy required, including intermediate Microsoft applications (i.e. Excel, Word, PPT).
• Positive attitude, self-motivated and eager to succeed.

Responsibilities

• Enters accurate data into computer, including general contact information, sales order, or case records.
• Communicates with customers by e-mail and determines the nature of the request; creates an order, case record, or VOC and follows through until resolved.
• Investigate short shipments, mis-shipments and lost shipments; initiate credit memos, debit memos, returns, or replacements as applicable.
• Quote inventory availability and lead times for back-ordered products.
• Interface via email with management to communicate special service needs and customer requests.
• Interface via email with Accounting and Operations to ensure customer satisfaction.
• Refer all sales leads and product information requests to the Regional Sales Manager.
• Soft sell Nice North America products.
• Collaborate with sales team to ensure prompt attention to customer matters.
• Ensure compliance with Return Policy and related procedures.
• Support Strategic Account partners via phone and email for orders and inquiries.
• Provide reception coverage as scheduled.
• Meet assigned KPI’s/metrics for calls and emails.
• Perform other duties as required.

Skills

Customer service

Problem solving

Instructions interpretation

Spanish a plus

Communication

Organization

Adaptability

Attendance

Multi-tasking

MS Office

Motivation

Education

Associate degree or equivalent

Tools

Microsoft Office

Job description

Nice North America in Carlsbad, CA seeks a Customer Service Rep 1 to process orders, respond to inquiries, and manage stock adjustments and returns, onsite at Carlsbad or Olive Branch. Typical schedule is Mon-Fri, 7:00am-3:30pm Pacific.

The role emphasizes data accuracy, timely communication, and collaboration with Sales, Accounting, and Operations to ensure customer satisfaction and adherence to Return Policy.