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.

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

The Residential Customer Service Representative supporting the Nuheat product line plays an integral role in achieving the company objectives. This role is integral in preparing quotes, orders and order management and all related inquiries for external customers, REP agencies and nVent sales team in the North American floor heating market. By providing exceptional service, we live the Customer First core value and ensure that our customers receive a level of support that sets nVent apart from its competitors.

• Acts as the first point of contact for fielding customer inquiries and resolving customer issues via telephone (Phone Queue system), e-mail and ECOM Chat (for authorized distributors and REP agencies).

• Responsible for detailed complex order and quote entry for the Nuheat product lines, including the Nuheat Custom Mat process.

• Electronic order review and reconciliation.

• Management of expedite requests, customer backorders and lead time inquiries, including running backlog reports, working with planning, production, shipping and finance teams.

• Handling orders for special or promotional pricing.

• Providing resolution of price discrepancies identified at the time of the order.

• Review return requests relative to guidelines and provide authorization for items that qualify.

• Issue credits and debits related to order issues and customer returns.

• Provide product knowledge, quote and order preparation expertise to customers - both internal and external.

YOU HAVE:

• 1-3 years' experience in Customer Service support setting. Combination of relevant education and previous work experience may be considered.

• Proficiency with Microsoft Office Suite.

• Knowledge of ERP/order management systems, SAP experience is an asset.

• Strong communication/interpersonal skills verbally and in written form.

• Advanced computer literacy skills.

• Excellent phone skills. Experience in call center an asset.

• Experience working in a team environment.

• Ability and willingness to work cross-functionally as part of fulfilling customer service excellence.

• Exceptional problem solving skills.

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

• At nVent, we believe safer systems ensure a more secure world. We connect and protect our customers with inventive electrical solutions. We design, manufacture, market, install and service high-performance products and solutions for mission-critical equipment, buildings and essential processes. Our solutions are helping build a more sustainable and electrified world.

• We are a $3.3B company with a dedicated team of more than 11,000 employees around the globe. Our comprehensive portfolio of enclosures, electrical and fastening, and thermal management solutions dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, RAYCHEM and SCHROFF.

• Commitment to strengthen communities where our employees live and work

• We encourage and support the philanthropic activities of our employees worldwide

• Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money

• Core values that shape our culture and drive us to deliver the best for our employees and our customers. We're known for being:

• Innovative & adaptable

• Dedicated to absolute integrity

• Focused on the customer first

• Respectful and team oriented

• Optimistic and energizing

• Accountable for performance

• Benefits to support the lives of our employees

At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other's authenticity because we understand that uniqueness sparks growth.

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