Customer Service Representative

Job content

• Actively support the quoting and supply of products to our channels, customers and Sales team for the sales process
• Act as the first point of contact for fielding channel and in some cases end use customer inquiries and resolving order issues via telephone, e-mail, and fax
• Responsible for order and price quote entry
• Electronic order review and reconciliation
• Management of channel or customer backorders and lead time inquiries, including working with Planning and Operations
• Resolution of price discrepancies identified at the time of order
• Generate and review return requests relative to guidelines and provide authorization for items that qualify
• Issue credits and debits related to order issues and customer returns
• Document and resolve channel complaints in a timely fashion
• Super user of ERP systems
• Capable of ERP report generation
• Knowledgeable of SalesForce & E-Commerce usage and set-up
• Partnership with Field Sales, Inside Sales and our Channels or customers
• Interface, communicate, build and maintain positive relationships with distributors, channel partners, buyers, and contractors.
• Provide support to external & internal sales team, Inside sales and customer base
• Act as bridge between Inside Sales, Sales, Channels and Customers
• Coordinate RFQ’s with Channels and sales for direct quotation and document agreed upon pricing and availability
• Analyze and report on agreed metrics, e.g. Quote response time, order count and errors
• Know your nVent counterparts and share business practices with them
• Super user of ERP to manage all order and quote activities
• Set up new accounts and assign Reps and Sales people to allow proper commission and SIP payment.
• Understand product master with respect to pricing and availability.
  

• Hold a Bachelor Degree
• Experience:
• Call Center phone system
• ERP/order management system (SAP)
• Knowledge of EDI and E-Commerce online order management systems
• Previous Customer Service experience.
• Ideally some experience working with channels and electrical distribution
• Skills:
• Ability to multi-task and juggle shifting priorities to satisfy customer requests
• Strong communication/interpersonal skills especially over the phone
• Languages: native German, advanced level of English.
• Technical aptitude for product knowledge
• Advanced Computer literacy: Microsoft Office Suite
• Problem solving under adverse time constraints
• Team player: have a positive and constructive impact on the team; professional attitude towards different positions working closely with within the operations organization
• Capable of working with Shared Email and phones: Team environment
• This person should possess a “can do” attitude and be expected to learn quickly.
• Knowledge of LEAN process and procedures; Mapping, standard work processes
  

• 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
• We are a $2.5 billion, high-performance electrical company with a dedicated team of 9,500+ people and trusted brands such as CADDY, ERICO, HOFFMAN, RAYCHEM, SCHROFF and TRACER. Known for innovation, quality and reliability, our products connect and protect, consistently delivering value to industrial, commercial, residential, energy and infrastructure customers.

• 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.