Customer Support Representative

nVent•San Diego, CA

2d•$22 - $42•Onsite

About The Position

The Customer Support Representative owns the quote-to-cash (Q2C) process, supporting customers from quotation and order processing through issue resolution and cash collection coordination. The role works with customers and cross-functional teams to ensure products are supplied accurately and on time, resolve discrepancies and inquiries, and improve customer service procedures. The representative also monitors individual KPIs and provides root cause analysis when targets are not met.

Requirements

Bachelor’s degree or 1–3 years of experience in order entry, order management, and generating price quotes, preferably in a fast-paced, high-volume customer service environment.
Proficiency with Microsoft Office.
Proficiency with Microsoft Excel.
Experience in digital initiatives.
Knowledge of CRM.
Fluent communication.

Nice To Haves

Experience with ERP software, preferably SAP or INFOR.

Responsibilities

Prepare and submit customer quotations in accordance with the company’s Delegation of Authority.
Process customer orders and ensure products are supplied accurately and on time.
Liaise with Finance and Sales on cash collection activities.
Investigate, validate, and work to resolve customer discrepancy claims and material return requests.
Coordinate with cross-functional teams on customer back orders and lead time inquiries, including working with Planning and Manufacturing to determine accurate shipping dates.
Resolve price discrepancies identified at the time of order.
Respond to phone and email inquiries, collaborating with departments including Logistics, Product Management, Engineering, Sales, Planning, and Finance to reach resolutions before communicating with customers.
Use Salesforce.com CRM to respond to customer inquiries.
Monitor individual KPI progress and provide root cause analysis when targets are not met.
Identify opportunities to update or improve customer service procedures.

Benefits

Medical, dental, and vision plans.
Flexible spending accounts.
Short-term and long-term disability benefits.
Critical illness and accident insurance.
Life insurance.
401(k) retirement plan with company match.
Employee stock purchase plan with company match.
Tuition reimbursement may be available.
Caregiver, personal, and parental leave may be available.
Back-up care services may be available.
Paid time off, including volunteer time, may be available.
Well-being program may be available.
Legal and identity theft protection may be available.
Employees are encouraged and supported in philanthropic activities; the nVent in Action matching program provides funds to nonprofit and educational organizations where employees volunteer or donate.