Customer Service Representative 1

Nice North America LLC; Carlsbad (CA); On-site; USD 23,000 - 28,000; Full time

Job summary

Nice North America LLC is seeking a Customer Service Rep 1 to process orders and respond to customer inquiries via email and phone. You will handle stock adjustments, RAs, and coordinate with sales and operations while ensuring adherence to quality and brand standards.

The role requires an associate degree or equivalent, strong communication skills, and the ability to multitask in a fast-paced environment. This onsite position in Carlsbad, CA offers consistent daytime hours and team KPI targets.

Qualifications

• Associate degree or equivalent from two-year college or technical school.
• Excellent customer service skills via email and phone.
• Ability to solve practical problems with limited standardization.
• Strong written and verbal communication; Spanish a plus.

Responsibilities

• Process orders and respond to customer inquiries by email or phone.
• Enter accurate data into the computer for orders and cases.
• Investigate issues like short shipments or mis-shipments and process credits or returns.
• Quote product availability and lead times from inventory data.
• Coordinate with accounting and operations to ensure satisfaction.
• Refer sales leads and pricing inquiries to the Regional Sales Manager.
• Collaborate with sales teammates to address customer matters promptly.
• Adhere to Return Policy and department procedures.

Skills

Customer service

Data entry

Communication

Problem solving

Multitasking

Spanish language

Education

Associate degree

Job description

Embrace a career with purpose at Nice North America, a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. Guided by our vision of creating A World Without Barriers, we develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more to achieve our mission of Simplifying Everyday Movements.

Headquartered in Carlsbad, CA, with several R&D and manufacturing centers and offices throughout the region, Nice is committed to innovation that enhances everyday life. Our team thrives in an environment that fosters continuous learning and professional growth where you’ll collaborate with talented and dynamic individuals every day to create groundbreaking solutions. And, as a global leader, we offer award-winning sales and marketing programs, technical support, and CEU training to the industry’s top partners.

Our commitment extends beyond technology development; we also proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes. A philanthropic endeavor that truly embodies our corporate mission.

Summary

The Customer Service Rep 1 (CSR1) processes orders, responds to customer inquiries via email/phone calls, processes stock adjustments and RAs for merchandise received from customers, sales reps, or company employees by performing the following duties within the scope of Quality and Brand standards.

Pay

$17.00-20.00 per hour, depending on experience and location.

Location

Carlsbad, CA or Olive Branch, MS – FULLY ONSITE .

Schedule

Monday-Friday, 7:00am to 3:30pm Pacific time = 9:00am to 5:30pm Central time

Primary 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. The CSR1 creates an order, case record, or VOC of the customer issue. It is then the responsibility of the CSR1 to follow through the customer’s issue until it is fully resolved. This includes both orders and inquiries.
• Investigate instances such as short shipments, mis-shipments and lost shipments and initiates credit memos, debit memos, returns, or replacements where applicable based on information from the system.
• Accesses computerized data to quote availability of product from inventory levels.
• Accesses computerized data to provide lead times for back-ordered products within department standards.
• Interfaces via email with management to communicate special service needs and customer requests.
• Interfaces via email with Accounting and Operations to ensure general customer satisfaction.
• Refers all sales leads, customer requests and product information requests including pricing to the appropriate Regional Sales Manager.
• Works closely with sales team members to assure prompt attention to all customer matters within each region.
• Ensures customer is aware of, and follows, the Return Policy and all other relevant procedures.
• Understand, support, and execute all work in the established procedures, methods and working requirements.
• Implements and maintains department policies and standards.
• Assists in supporting Strategic Account partners via phone and email for all orders, inquiries, and additional requests.
• Provide reception coverage as scheduled.
• Meets assigned team and individual KPI’s/metrics for all phone calls and emails.
• Perform any other related duties as required or assigned.

Knowledge Skills and Abilities

• 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, establish department/discipline goals and objectives for self.
• Positive attitude, self-motivated and eager to succeed.

Physical Requirements

• Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard.
• Manual dexterity suitable for use of utilizing a computer.
• Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting.
• Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation.
• Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation.
• Light to moderate lifting .

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be comfortable working in an office environment to include moderate noise levels.

Tasks listed are intended to be descriptive and not restrictive. Any employee in this job may perform any of the tasks listed; however, these examples do not include all the tasks an employee may be expected to perform. The company reserves the right to change tasks as needed.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.