Customer Service Rep 1
Nortek Security & Control
 Carlsbad, CA

Requisition Number: CUSTO02061

Summary: The Customer Service Rep 1 (CSR1) processes orders, responds to customer inquiries via phone and email, processes stock adjustments and RAs for merchandise received from customers, sales reps, or company employees by performing the following duties within the scope of Quality and Brand standards.

Primary Responsibilities:

  • Communicates with customers by phone or e-mail and determines the nature of the request. The CSR1 creates an order (or case record) of the customer issue. It is then the responsibility of the CSR1 to follow through the customer’s issue until it is fully resolved. This includes both orders and inquiries
  • Enters accurate data into computer, including general contact information, sales order or change of address information
  • Research via data found in the computer short shipments, mis-shipments and lost shipments and initiates credit memos where applicable
  • Accesses computerized data to quote availability of product from inventory levels
  • Accesses computerized data to provide lead times for back-ordered products
  • Interfaces via email and in person with supervisor to communicate special service needs and customer requests
  • Performs clerical support such as filing
  • Interfaces via email and phone with Accounting and Operations to ensure general customer satisfaction
  • Refers all sales leads, customer requests and product information requests including pricing to the appropriate Regional Sales Manager
  • Provides basic first line technical assistance including common compatibility questions
  • Soft sells Nortek Security & Control products
  • Works closely with Regional Sales Managers to assure prompt attention to all customer matters within each region
  • Ensures customer is aware of, and follows, the Return Policy and all other relevant procedures
  • Understand, support, and execute all work in the established procedures, methods and working requirements
  • Implements and maintains department policies and standards
  • Perform any other related duties as required or assigned

Knowledge Skills and Abilities:

  • Associate degree (A.A.) or equivalent from two-year College, technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience
  • Must always be able to demonstrate excellent customer service and courtesy skills on telephone
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Chinese and Spanish a plus
  • Advanced written and oral communication skills; detail oriented and strong organizational skills
  • Strong ability to adapt to changing priorities, and work with a sense of urgency
  • Must be able to maintain attendance with absence less than 5% in any six (6) month period
  • Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self
  • Computer literacy required; including intermediate Microsoft applications (i.e. Excel, Word, PPT, etc.)
  • Positive attitude, self-motivated and eager to succeed
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