Customer Service Representative II

Talentify; Missouri; Hybrid; USD 45,000 - 60,000; Full time

Job summary

Nidec is seeking an HVAC Customer Service Representative II to support customers and internal teams by providing information, answering questions, and resolving issues. This role is the front line of support to ensure customer satisfaction with products, services, and features.

Responsibilities include handling high volume communications, coordinating with engineering/quality/operations, and processing credits or RGA’s. Hybrid work schedule required, with potential in-office demand.

Qualifications

• Minimum of 3-5 years’ relevant Customer Service experience.
• HVAC products and service experience is a plus.
• Excellent communication skills (active listening, phone, and written communication).
• 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.

Responsibilities

• Work independently and with a team; follow directions from Customer Service Supervisor/Manager.
• Handle high volume of phone calls or emails promptly and efficiently.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Act as the voice of the customer to internal departments in the sales order process.
• Provide customers with lead times, pricing, availability, delivery dates, order acknowledgements, updates, and shipping information.
• Direct information to proper individuals within the organization.
• Resolve problems that arise in the sales order process.
• Assist with warranty claims.
• Provide backup for customer team members.
• Process credits and RGA’s accurately and timely.
• Work 3/2 hybrid schedule (3 days in office, 2 days remote); possible up to 5 days in office depending on business needs.

Skills

Customer service

Communication skills

Microsoft Office

HVAC knowledge

Time management

ERP systems

Sales order process

Tools

EDI

Oracle

Microsoft AX/Dynamics 365

Job description

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.

Job Description

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.
• Must be able to work 3/2 hybrid work schedule at present (3 days in office and 2 days remote from home). 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.

Additional Job Details

Equal Employment Opportunity and Aff...

Nidec is an Equal Employment Opportunity (EEO) and encouraging diversity in the workplace. All qualified applicants receive consideration for employment without regard to their age, gender, gender identity, sexual orientation, race, color, genetic information, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by law. For more information regarding your (EEO) rights as an applicant, please visit the following website: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Work Shift Schedule

No Soliciting

Nidec will not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to Nidec job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers. Pre-approval from the Nidec Talent Acquisition team is required before any external candidate can be submitted and such candidate must be submitted to the Nidec Talent Acquisition team.