HVAC Customer Care Specialist II (Hybrid)

NIDEC Defense Group; 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

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.