Customer Service Representative

nVent • New Berlin, WI

9d • Hybrid

About The Position

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 At nVent, located in New Berlin, WI, you will join our team as a Customer Service Representative, contributing significantly to customer happiness and retention. As the initial point of contact, you will handle inquiries, offer information, and guarantee an excellent customer experience. You will collaborate with internal departments to meet customer deadlines and resolve issues quickly and efficiently, all while preserving a positive image of our brands. Here's what you will do: Provide proactive and outstanding service to both external and internal customers, maintaining a professional and positive attitude with a sense of urgency. Oversee customer emails and calls, addressing inquiries about quotes, shipping and logistics concerns, basic technical support questions, and general product details. Manage domestic and international order entries and return orders (RMA’s). You will coordinate with our Pricing, Marketing, Sales, Sales Rep, and Distribution Center teams to ensure accuracy and timely delivery. Coordinate all electronically transmitted and Ecommerce orders, verifying inventory levels and ensuring accurate item setups. Handle customer incidents by finding root causes, applying corrective measures, and responding quickly. Incidents may cover errors in shipping, pricing, documentation, and order entry. Develop a general knowledge of our product line to answer customer questions regarding competitive products, applications, specifications, and troubleshooting. Find opportunities for process improvement and participate in continuous improvement efforts. Collaborate closely with Sales Reps to assist customer relationships, including product sample requests and processing orders. Connect with Sales, Product, and Marketing teams to complete promotions and product displays, accurately distributing each promotion to customers. Review and update customer data, such as contact information and automatic acknowledgments. Perform other responsibilities as assigned by management.

Requirements

• An Associates Degree or equivalent experience preferred.
• 3+ years of customer service experience
• Experience with CRM or ERP software preferred.
• Solid understanding of Microsoft Excel and other Microsoft Office Applications.
• A proven ability to act promptly and possess excellent organizational skills.
• Demonstrating professional maturity along with a strong sense of responsibility.
• Attention to detail and the capability to perform effectively in a dynamic setting.
• The ability to work autonomously or collaboratively.
• Understanding and following verbal, written, and safety instructions is required.
• A willingness to work overtime as necessary.
• Experience with basic logistics preferred (UPS tracking and freight carrier correspondence).

Responsibilities

• Provide proactive and outstanding service to both external and internal customers, maintaining a professional and positive attitude with a sense of urgency.
• Oversee customer emails and calls, addressing inquiries about quotes, shipping and logistics concerns, basic technical support questions, and general product details.
• Manage domestic and international order entries and return orders (RMA’s).
• Coordinate with our Pricing, Marketing, Sales, Sales Rep, and Distribution Center teams to ensure accuracy and timely delivery.
• Coordinate all electronically transmitted and Ecommerce orders, verifying inventory levels and ensuring accurate item setups.
• Handle customer incidents by finding root causes, applying corrective measures, and responding quickly. Incidents may cover errors in shipping, pricing, documentation, and order entry.
• Develop a general knowledge of our product line to answer customer questions regarding competitive products, applications, specifications, and troubleshooting.
• Find opportunities for process improvement and participate in continuous improvement efforts.
• Collaborate closely with Sales Reps to assist customer relationships, including product sample requests and processing orders.
• Connect with Sales, Product, and Marketing teams to complete promotions and product displays, accurately distributing each promotion to customers.
• Review and update customer data, such as contact information and automatic acknowledgments.
• Perform other responsibilities as assigned by management.

Benefits

• Medical, dental, and vision plans along with flexible spending accounts, short-term and long-term disability benefits, critical illness, accident insurance and life insurance.
• A 401(k) retirement plan and an employee stock purchase plan — both include a company match.
• Other supplemental benefits such as tuition reimbursement, caregiver, personal and parental leave, back-up care services, paid time off including volunteer time, a well-being program, and legal & identity theft protection.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree