Customer Service Representative

nVent; Warwick (RI); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical

Dental

Vision plans

401(k) retirement plan

Job summary

nVent seeks a customer service professional to partner with customers, outside sales, and production on all aspects of order creation and follow-up. You will research solutions for pricing and product questions across multiple brands and process distributor and non-standard orders accurately.

Ideal candidates have 3+ years in manufacturing customer service, with ERP/CRM experience, strong communication skills, and a collaborative mindset for cross-functional teamwork.

Qualifications

• 3+ years of customer service in a manufacturing environment.
• Advanced knowledge of the principles and practices of customer service.
• Root-cause analysis by asking probing questions and developing recommendations.
• Experience with an ERP and/or CRM.
• Maintain professional customer service with dissatisfied customers.
• Collaborate and share knowledge to assist the team in problem solving.
• Strong written and verbal communication across levels.
• Multitask in a fast-paced team in a self-directed manner.
• Ability to train/mentor others to foster cross training.

Responsibilities

• Connect with customers, outside sales and production on all aspects of order creation and follow-up.
• Research and recommend solutions for pricing, availability, order changes/status, and product questions for multiple brands.
• Process domestic distributor and non-standard orders independently and accurately.
• Coordinate with sales, marketing, production, shipping and other functions regarding product, delivery or service matters.
• Monitor shipment dates and expedite as needed; obtain proof of delivery when required.
• Use product knowledge to improve customer satisfaction.

Skills

Customer service

Root cause analysis

Product knowledge

ERP

CRM

Cross-functional collaboration

Communication skills

Multitasking

Mentoring

Tools

ERP

CRM

Job description

We’re looking for people who put their innovation to work to advance our success - and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

Connect with customers, outside sales and production on all aspects of order creation and follow-up, providing a high level of knowledge and support. Research and recommend solutions for all incoming calls regarding pricing and availability, order changes/status, and sophisticated product questions for multiple product brands. Process domestic standard distributor and non-standard orders independently and accurately for multiple functional areas/brands with a clear understanding of the differences between direct and distribution business. Work with sales, marketing, production, shipping and other operating functions regarding product, delivery or service matters. Monitor or follow-up on scheduled shipment dates to ensure timely delivery. This may include acquiring proof of delivery and/or expediting shipment as needed. Use product knowledge to make decisions that result in improved customer satisfaction.

YOU HAVE:

• 3+ years of customer service in a manufacturing environment, including advanced knowledge of the principles and practices of customer service is preferred.
• Confirmed skill in identifying root causes of complex problems/issues by asking probing questions and developing recommendations for resolution.
• Proven skills to learn and retain advanced product knowledge for use in day to day responsibilities.
• Experience working with an ERP and/or CRM.
• Able to maintain professional customer service manner when dealing with dissatisfied customers and demonstrate compassion for the customer's situation.
• Ability to collaborate and share knowledge and information to assist the team, especially in the problem solving process.
• Strong written and verbal communication skills, while collaborating with people at all levels within the organization and outside the organization.
• Skilled in leading multiple tasks/projects along with the ability to work in a fast paced team environment in a self-directed manner.
• Ability to train/mentor others within area of expertise to foster cross training.

Additional Requirements:

Our Warwick, RI facility is an ITAR-controlled site. All candidates must be a US Person as defined by 22 C.F.R. 120.15.

WE HAVE:

A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day nVent is a leading global provider of electrical connection and protection solutions. We believe our inventive electrical solutions enable safer systems and ensure a more secure world. We design, manufacture, market, install and service high performance products and solutions that connect and protect some of the world’s most sensitive equipment, buildings and critical processes. We offer a comprehensive range of systems protection and electrical connections solutions across industry-leading brands that are recognized globally for quality, reliability and innovation. Our principal office is in London and our management office in the United States is in Minneapolis. Our robust portfolio of leading electrical product brands dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, SCHROFF and TRACHTE. Learn more at www.nvent.com.

Commitment to Strengthen Communities

We encourage and support the philanthropic activities of our employees worldwide Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money.

Core values that shape our culture and drive us to deliver the best for our employees and our customers.

We’re known for being:

• Innovative & adaptable
• Dedicated to absolute integrity
• Focused on the customer first
• Respectful and team oriented
• Optimistic and energizing
• Accountable for performance

Benefits to support the lives of our employees

Benefit Overview: At nVent, we value our people and their health and well-being. We provide a broad benefits package with meaningful programs for eligible full-time employees that includes:

• Medical
• dental
• vision plans
• flexible spending accounts
• short-term disability benefits
• long-term disability benefits
• critical illness
• accident insurance
• life insurance
• 401(k) retirement plan
• employee stock purchase plan - both include a company match
• tuition reimbursement
• caregiver
• personal leave
• parental leave
• back-up care services
• paid time off including volunteer time
• a well-being program
• legal & identity theft protection

At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other's authenticity because we understand that uniqueness sparks growth.

#LI-CS1 #LI-HYBRID

At nVent, we are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.