Pre-sales Technical Support Service

Customer Care Representative

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.

In this position, you will be the member of the customer care department who is the internal contact in nVent Electrical Connections for the customer and sales representatives in the field; for all processes around quoting, order management, claim management and product information.

You will participate in the activities:

• Provide (first level) product information based on customer specifications, application requirements and competitor offerings.
• Provide application support for custom product development during the ordering and manufacturing process.
• Escalate (second level) product information requests to application engineers or PM.
• Manage key accounts by collaborating with cross-functional teams.
• Proactively communicate with customers, resolve conflicts, and ensure expectations are met.
• Serve as the first point of contact for customer inquiries and all activities are to be executed in an efficient, professional and friendly manner to the satisfaction of our customer within the nVent policies.
• Provide accurate information on product pricing, availability, and order due dates to customers and the sales team.
• Process customer orders using nVent's order management tools and ERP system with precision and attention to detail.
• Monitor open orders and compile status reports as requested by customers, communicate delays, revised due dates/delivery to customers, follow up on due and overdue orders internally with logistic and planning management. Shipping arrangement and dispatch of orders in a timely manner, meeting customer's requirements and expectations.
• Lodge the customer complaints and claims to SFDC platform in time and coordinate with all internal related functions to resolve the claims with the suitable solution.
• Handle inbound and outbound calls in a courteous and professional manner.
• Maintain a high standard of phone etiquette and responsiveness.
• Utilize Salesforce CRM to manage purchase order (PO) communications, inquiries, and quotations.

Working with:

• ERP (M3) order management
• CRM Salesforce.com
• Microsoft Office Suite (Word, Excel, Access, Powerpoint, Outlook)
• Credit Card Batch Processing (Merchant Portal) Claim management (SFDC)

Communication with:

• Customers
• Customer Care team
• Pricing team
• Sales team
• Traffic and Distribution department / Warehouse
• Planning management department
• Finance department
• Quality team/SQE
• PM and AE

Key Objectives and Requirements:

• Represent nVent professionally on all instances.
• Active listening skills and communication skills
• Overall customer satisfaction, improved customer experience.
• Acceptance of urgency and meeting deadlines requirements.
• Correct and efficient quoting and order management.
• Understanding, knowledgeable and keeping up to date with nVent products and systems
• Compliance follow nVent policies and procedures.
• Flexible and a good team player

You have:

• Bachelor's degree or diploma or equivalent work experience, majored in science or engineering preferred.
• Minimum of 3 years in an internal sales or technical support or customer care role within a related industry.
• Strong customer service orientation with excellent communication skills.
• Ability to manage multiple tasks with accuracy and attention to detail.
• Familiarity with ERP systems and CRM tools (Salesforce experience preferred).
• Strong command of Microsoft Office Suite, with advanced Excel skills preferred.
• Team player with a proactive approach to problem-solving.
• Demonstrated strength in prioritizing tasks and consistently meeting deadlines.
• Willingness to learn and grow within a technical support environment.

We have:

• 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
• Commitment to strengthen communities where our employees live and work
• Core values that shape our culture and drive us to deliver the best for our employees and our customers. We're known for being:
• Benefits to support the lives of our employees