Nortek, Inc. Careers

Date: 11/6/2024

Reports to: Supervisor, Customer Care

Position Title: Customer Service Representative I

Who We Are:

At Nordyne, we have a passion to make the world breathe easier. We engineer top-tier residential and manufactured housing HVAC equipment that our contractors love to install, our end-users comfortably enjoy, and our partners proudly carry.

POSITION SUMMARY:

The primary role is to perform duties required, to act as the internal liaison between Nordyne 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, product information, and warranty coverage, status, and registration. This position also requires active participation to ensure the achievement of Nordyne core values of providing high levels of customer care.

POSITION RESPONSIBILITIES:

• Receive orders via EDI, on-line, email, and from internal personnel for processing and shipment to the warehouse.
• Verify orders that have been received by checking model/spec numbers, pricing availability, terms and discounts; input new orders via SAP and review electronic downloads.
• Negotiate with distributors concerning shipping dates, order size and initiate an acknowledgement form to confirm that an order has been received, prices have been verified, and product ordered is correct.
• Communicate with Inventory Control and Warehousing regarding product availability requests, special customer requests, inventory shortages, pricing discrepancies and out of the ordinary purchases in an effort to supply product in a timely manner.
• Research inventory billing discrepancies and send cycle count request to appropriate shipping warehouse and creditor. 
• Enter RGA requests for shipping errors resulting from order entry.
• Investigate billing discrepancies and enter credit requests into SAP system.
• Assist distributors with identifying service parts SKU’s, pricing, and availability.
• 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.
• Adhere to appropriate corporate culture, as defined by corporate values, mission statement, associate handbook, and company guidelines.
• Maintains harmonious relationships with customers. Acts as an extension to the field sales staff. Keeps salespersons in the field informed all pertinent actions affecting them.
• Assist with warranty matters, but not limited to; registration, claims entry process, authorization inquiries, claims status, and warranty coverage.
• Takes ownership of customer complaints and acts accordingly to resolve and prevent reoccurrence of issues.
• Perform other duties as may be assigned by the Customer Care Supervisor.

POSITION QUALIFICATIONS:

Education: High school is required. A two-year degree from an accredited college or HVAC technical school is a plus.

Preferred Skills:

Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions, interpret instructions furnished in written or oral form

• Thrive in a team atmosphere
• Excellent customer care skills with a “customer first” mentality
• Excellent verbal and written communications
• Strong organizational and time management skills
• Computer skills including Microsoft Office
• SAP experience preferred
• Technical knowledge of HVAC systems is a plus

Nordyne offers a comprehensive compensation and benefits package. To learn more about Nordyne, please visit our company website at http://www.nortekhvac.com/.

Nordyne is an equal opportunity employer and does not unlawfully discriminate against any applicant on the basis of race, color, religion, sex national origin, age disability, sexual orientation, or any other class protected by federal or state law.

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