Customer Service Representative

Nailor Industries of Texas, Inc•Houston, TX

About The Position

We are seeking a dedicated and detailed-oriented Customer Service Representative to join our team in the Heating, Ventilation, and Air Conditioning (HVAC) Industry. The ideal candidate is someone who can provide and deliver professional, helpful, high-quality service by assisting with customer requirements in an efficient and timely manner. A Key liaison between customers, internal departments, and external partners on handling of orders, shipments, and issue resolution. Satisfy customer inquiries and ensure their needs are met. A strong understanding of customer care.

Requirements

High school diploma or equivalent required; associate degree or customer service certification is a plus.
Previous customer service experience required.
Proficient in Microsoft Excel, including data entry, formulas, data tracking, organization, and basic analysis.
General computer literacy required, including familiarity with email, internet navigation, and standard office software (e.g., Microsoft Office Suite).
Excellent verbal and written communication skills with a strong focus on professionalism and clarity.
Strong organizational skills with the ability to manage time effectively and handle multiple priorities.
Ability to work efficiently in a fast-paced, team-oriented environment.

Nice To Haves

Experience in the HVAC or manufacturing industry.
Basic knowledge of HVAC systems, terminology, and technical processes.
Bilingual (English/Spanish) is highly desirable.

Responsibilities

Respond promptly to incoming calls, emails, and online inquiries while maintaining a calm and professional demeanor in high-pressure situations.
Stay current on product knowledge, custom finish options, promotions, and industry practices to provide accurate and helpful information to customers.
Process and manage order modifications, including updates to order status, rush requests, special instructions, and cancellations.
Confirm part availability and lead times by coordinating with the Purchasing and Engineering departments.
Verify pricing for non-standard models, special finishes, and custom orders.
Provide quotes for woodgrain and custom finish options; follow through on custom finish orders and obtain required metal samples.
Ship Nailor color samples and color charts upon customer request.
Collaborate with other Nailor locations to facilitate order transfers and follow up on intercompany purchase orders.
Communicate with vendors regarding order issues, delays, and cancellations.
Investigate and resolve short shipments, mixed shipments, and product discrepancies in coordination with the Production, Shipping and Quality Control teams.
Review quality control imagines to confirm product accuracy and address any concerns.
Enter customer complaints into the ISOLOCITY quality management system and follow through to resolution.
Address and resolve invoice and Buy/Sell discrepancies; submit credit requests to Accounting as needed.
Coordinate special delivery requirements and restrictions with the Shipping department.
Obtain pricing for special packing, labeling, and handling requests.
Process shipping-related tasks such as reconsignments, redeliveries, storage fees, dock pickups, elevator access, and liftgate service requests.