Customer Service Representative

Customer Service Representative

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.

nVent, located in New Berlin, WI is adding a Customer Service Representative to our team. Reporting to the Customer Care Manager, this position significantly contributes to the overall satisfaction and retention of customers. The Customer Service Representative is the first point of contact for our customers, and they are responsible for receiving, passing, and providing the information necessary to deliver outstanding customer experience. While coordinating and communicating with all nVent's internal departments, they strive to meet customer deadlines and resolve issues quickly and efficiently. They will also contribute to the growth by maintaining a positive, professional image of the company's brands at all times.

What You Will Experience In This Position:

• Provide proactive and superior service to all external and internal customers. This responsibility includes always maintaining a professional and positive attitude and demonstrating a sense of urgency with each request.
• Answers and resolves customer emails and calls involving requests for quotes, shipping and logistics issues, basic technical support questions, and general product information.
• Completes domestic and international order entry as well as return order entry (RMA's). Being the heart of company profits, entering new orders includes coordination and communication with our Pricing, Marketing, Sales, Sales Rep, and Distribution Center teams to ensure accuracy, efficiency, and prompt delivery.
• Manages all open electronically transmitted and Ecommerce orders. This includes verifying inventory levels, ensuring proper items set ups, and meeting other customer guidelines as needed.
• Promptly provides customer incident resolutions by determining the root cause of each issue, taking corrective action, and responding to the customer in a timely manner. Incidents include errors in shipping, pricing, documentation, order entry, etc.
• Develops a general knowledge of the product line. This includes having the ability to answer customer questions about cross competitive product lines, applications and uses of certain products, and other technical questions involving specifications, parts lists, and troubleshooting.
• Identifies opportunities and offers suggestions to improve our processes and participates in continuous improvement efforts.
• Works closely with Sales Reps to support customer relationships. This includes completing requests for product samples, assisting with order entry, and other basic customer service activities.
• Communicates constantly with Sales, Product, and Marketing teams to execute quarterly promotions and product display creations. This includes properly communicating and distributing each promotion to our customers.
• Reviews and updates customer data such as contact information or automatic acknowledgements.
• Performs other responsibilities as may be assigned by management.

You Have:

• Associates Degree or equivalent experience preferred.
• Ideally 3+ years of customer service background, in a distribution or manufacturing environment preferred.
• Experience with CRM or ERP software is preferred.
• Strong knowledge and experience with Microsoft Excel and other Microsoft Office Applications.
• Demonstrated high sense of urgency, and strong organizational skills.
• The ability to maintain professional maturity and a sense of ownership
• Attention to detail and demonstrated ability to work well in a fast-paced environment.
• Demonstrated ability to work independently or with a team.
• Ability to comprehend and follow verbal, written, and safety instructions.
• Willingness to work overtime, as necessary.
• Experience with basic logistics preferred (UPS tracking and freight carrier correspondence).

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.
• Commitment to strengthen communities where our employees live and work.
• Core values that shape our culture and drive us to deliver the best for our employees and our customers.
• Benefits to support the lives of our employees.