Customer Care Representative I
O'Fallon, MO O'Fallon, MO Full-time Full-time $20 - $22 an hour $20 - $22 an hour 16 hours ago 16 hours ago 16 hours ago Customer Care Representative O'FALLON, MISSOURI About Nortek Global HVAC Since 1919, Nortek Global HVAC has been a company of problem solvers.
We approach heating and cooling not by looking at what's been done, but rather by what our customers need.
Sometimes the answers are in the equipment itself, but often times the answers lie outside the box.
At Nortek Global HVAC, we manufacture.
We engineer.
But most of all, we listen.
We are a premier HVAC Company offering energy efficient and sustainable products and solutions that exceed customer expectations through employee's commitment to quality, customer service and operational excellence.
POSITION SUMMARY Primary role is to perform duties required to act as the internal liaison between Nortek Global HVAC and the customer base, pro-actively dealing with customers to assure a high level of customer care by processing orders accurately, communicating product availability, order status, and ensuring resolution to problems.
In addition, the position requires helping with parts identification, and warranty coverage, status, and registration.
This position also requires active participation to ensure achievement of Nortek Global HVAC core values of providing high levels of customer care.
POSITION RESPONSIBILITIES Receive orders via fax, EDI, on-line, and from internal personnel for processing and shipment to the Verify orders that have been received by checking model/spec numbers, pricing availability, terms and discounts using the mainframe and marketing manuals; input new orders via SAP or electronic download.
Negotiate with distributors concerning shipping dates, order size and Initiate a fax acknowledgement form to confirm that an order has been received, prices have been verified, and product ordered is Communicate with Inventory Control and Warehousing regarding product availability requests, special customer requests, inventory shortages, and out of the ordinary purchases in an effort to supply product in a timely Research inventory billing discrepancies and send cycle count request to appropriate shipping warehouse and credit Enter RGA requests for shipping errors resulting from order entry Investigate billing discrepancies and enter credit requests into SAP system for Assist distributors with identifying service parts SKU's, learning available methods of finding service part SKU's, identify and document issues; wrong SKU's, missing SKU's, missing information, and document updates related to service parts.
Collect data and maintain records to support manufacturing and engineering product problem reports as it relates to identifying a high volume of service part requests by Adhere to appropriate corporate culture, as defined by corporate values, mission statement, associate handbook, and company Representing Nortek Global HVAC Customer Care group to customer base and internal Must embody the ideal role of customer care as a customer care ambassador for the company.
Assist with warranty matters, including, but not limited to; registration, claims entry process, authorization inquiries, claims status, and warranty coverage.
Perform other duties as may be assigned by the Customer Care Supervisor POSITION QUALIFICATION REQUIREMENTS Education:
High school is required.
A two-year degree from an accredited college or HVAC technical school is a plus.
Skills:
Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid Interpret instructions furnished in written or oral Thrive in a team Excellent customer care skills with a customer first Multi-task Excellent verbal and written communication Strong organizational and time management skills.
Computer skills including Microsoft Office; SAP experience preferred.
Technical knowledge of HVAC systems is a plus.
Nortek Global HVAC offers a comprehensive compensation and benefits package.
To learn more about Nortek Global HVAC, please visit our company website at http:
//www.
nortekhvac.
com/.
Job Type:
Full-time Pay:
$20.
00 - $22.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Vision insurance Experience level:
No experience needed Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Office Application Question(s):
How many years of customer service experience do you have? Education:
High school or equivalent (Preferred)
Experience:
HVAC:
1 year (Preferred) Work Location:
Hybrid remote in O'Fallon, MO 63368 Receive orders via fax, EDI, on-line, and from internal personnel for processing and shipment to the Verify orders that have been received by checking model/spec numbers, pricing availability, terms and discounts using the mainframe and marketing manuals; input new orders via SAP or electronic download.
Negotiate with distributors concerning shipping dates, order size and Initiate a fax acknowledgement form to confirm that an order has been received, prices have been verified, and product ordered is Communicate with Inventory Control and Warehousing regarding product availability requests, special customer requests, inventory shortages, and out of the ordinary purchases in an effort to supply product in a timely Research inventory billing discrepancies and send cycle count request to appropriate shipping warehouse and credit Enter RGA requests for shipping errors resulting from order entry Investigate billing discrepancies and enter credit requests into SAP system for Assist distributors with identifying service parts SKU's, learning available methods of finding service part SKU's, identify and document issues; wrong SKU's, missing SKU's, missing information, and document updates related to service parts.
Collect data and maintain records to support manufacturing and engineering product problem reports as it relates to identifying a high volume of service part requests by Adhere to appropriate corporate culture, as defined by corporate values, mission statement, associate handbook, and company Representing Nortek Global HVAC Customer Care group to customer base and internal Must embody the ideal role of customer care as a customer care ambassador for the company.
Assist with warranty matters, including, but not limited to; registration, claims entry process, authorization inquiries, claims status, and warranty coverage.
Perform other duties as may be assigned by the Customer Care Supervisor Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid Interpret instructions furnished in written or oral Thrive in a team Excellent customer care skills with a customer first Multi-task Excellent verbal and written communication Strong organizational and time management skills.
Computer skills including Microsoft Office; SAP experience preferred.
Technical knowledge of HVAC systems is a plus.
401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Vision insurance No experience needed 8 hour shift Day shift Monday to Friday Hybrid remote Office How many years of customer service experience do you have? High school or equivalent (Preferred) HVAC:
1 year (Preferred).
Estimated Salary: $20 to $28 per hour based on qualifications.
We approach heating and cooling not by looking at what's been done, but rather by what our customers need.
Sometimes the answers are in the equipment itself, but often times the answers lie outside the box.
At Nortek Global HVAC, we manufacture.
We engineer.
But most of all, we listen.
We are a premier HVAC Company offering energy efficient and sustainable products and solutions that exceed customer expectations through employee's commitment to quality, customer service and operational excellence.
POSITION SUMMARY Primary role is to perform duties required to act as the internal liaison between Nortek Global HVAC and the customer base, pro-actively dealing with customers to assure a high level of customer care by processing orders accurately, communicating product availability, order status, and ensuring resolution to problems.
In addition, the position requires helping with parts identification, and warranty coverage, status, and registration.
This position also requires active participation to ensure achievement of Nortek Global HVAC core values of providing high levels of customer care.
POSITION RESPONSIBILITIES Receive orders via fax, EDI, on-line, and from internal personnel for processing and shipment to the Verify orders that have been received by checking model/spec numbers, pricing availability, terms and discounts using the mainframe and marketing manuals; input new orders via SAP or electronic download.
Negotiate with distributors concerning shipping dates, order size and Initiate a fax acknowledgement form to confirm that an order has been received, prices have been verified, and product ordered is Communicate with Inventory Control and Warehousing regarding product availability requests, special customer requests, inventory shortages, and out of the ordinary purchases in an effort to supply product in a timely Research inventory billing discrepancies and send cycle count request to appropriate shipping warehouse and credit Enter RGA requests for shipping errors resulting from order entry Investigate billing discrepancies and enter credit requests into SAP system for Assist distributors with identifying service parts SKU's, learning available methods of finding service part SKU's, identify and document issues; wrong SKU's, missing SKU's, missing information, and document updates related to service parts.
Collect data and maintain records to support manufacturing and engineering product problem reports as it relates to identifying a high volume of service part requests by Adhere to appropriate corporate culture, as defined by corporate values, mission statement, associate handbook, and company Representing Nortek Global HVAC Customer Care group to customer base and internal Must embody the ideal role of customer care as a customer care ambassador for the company.
Assist with warranty matters, including, but not limited to; registration, claims entry process, authorization inquiries, claims status, and warranty coverage.
Perform other duties as may be assigned by the Customer Care Supervisor POSITION QUALIFICATION REQUIREMENTS Education:
High school is required.
A two-year degree from an accredited college or HVAC technical school is a plus.
Skills:
Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid Interpret instructions furnished in written or oral Thrive in a team Excellent customer care skills with a customer first Multi-task Excellent verbal and written communication Strong organizational and time management skills.
Computer skills including Microsoft Office; SAP experience preferred.
Technical knowledge of HVAC systems is a plus.
Nortek Global HVAC offers a comprehensive compensation and benefits package.
To learn more about Nortek Global HVAC, please visit our company website at http:
//www.
nortekhvac.
com/.
Job Type:
Full-time Pay:
$20.
00 - $22.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Vision insurance Experience level:
No experience needed Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Office Application Question(s):
How many years of customer service experience do you have? Education:
High school or equivalent (Preferred)
Experience:
HVAC:
1 year (Preferred) Work Location:
Hybrid remote in O'Fallon, MO 63368 Receive orders via fax, EDI, on-line, and from internal personnel for processing and shipment to the Verify orders that have been received by checking model/spec numbers, pricing availability, terms and discounts using the mainframe and marketing manuals; input new orders via SAP or electronic download.
Negotiate with distributors concerning shipping dates, order size and Initiate a fax acknowledgement form to confirm that an order has been received, prices have been verified, and product ordered is Communicate with Inventory Control and Warehousing regarding product availability requests, special customer requests, inventory shortages, and out of the ordinary purchases in an effort to supply product in a timely Research inventory billing discrepancies and send cycle count request to appropriate shipping warehouse and credit Enter RGA requests for shipping errors resulting from order entry Investigate billing discrepancies and enter credit requests into SAP system for Assist distributors with identifying service parts SKU's, learning available methods of finding service part SKU's, identify and document issues; wrong SKU's, missing SKU's, missing information, and document updates related to service parts.
Collect data and maintain records to support manufacturing and engineering product problem reports as it relates to identifying a high volume of service part requests by Adhere to appropriate corporate culture, as defined by corporate values, mission statement, associate handbook, and company Representing Nortek Global HVAC Customer Care group to customer base and internal Must embody the ideal role of customer care as a customer care ambassador for the company.
Assist with warranty matters, including, but not limited to; registration, claims entry process, authorization inquiries, claims status, and warranty coverage.
Perform other duties as may be assigned by the Customer Care Supervisor Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid Interpret instructions furnished in written or oral Thrive in a team Excellent customer care skills with a customer first Multi-task Excellent verbal and written communication Strong organizational and time management skills.
Computer skills including Microsoft Office; SAP experience preferred.
Technical knowledge of HVAC systems is a plus.
401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Vision insurance No experience needed 8 hour shift Day shift Monday to Friday Hybrid remote Office How many years of customer service experience do you have? High school or equivalent (Preferred) HVAC:
1 year (Preferred).
Estimated Salary: $20 to $28 per hour based on qualifications.
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