Customer Care Supervisor - Parts Segment

Position Summary : Lead and manage team of Customer Care Representatives whose primary role is to perform duties required to act as the internal liaison between Nortek Global HVAC and the customer base, pro-actively dealing with customers to assure a high level of customer care by processing orders accurately, communicating product availability, order status, and ensuring resolution to problems.

In addition, the position requires helping with parts identification, and warranty coverage, status, and registration. This position requires active participation to ensure achievement of Nortek Global HVAC core values of providing high levels of customer care.

Position at Nortek Global HVAC*

About Nortek Global HVAC

Nortek Global HVAC is a forward-thinking manufacturer of world-class brands with annual sales of more than $500 million across the Residential and Light Commercial market segments.

As a member of Madison Industries, our mission is to make the world safer, healthier, and more productive. By living our core values of Safety, Integrity, Performance Driven Culture and Teamwork, we are a premier HVAC Company offering energy efficient and sustainable products and solutions that exceed customer expectations through our employees commitment to quality, customer service and operational excellence.

Position Responsibilities :

Lead a team of customer care representatives, including giving direction and performing formal annual performance evaluation;

train, develop, and motivate team in order to ensure an excellent work environment and exceptional customer care for our customers.

• Receive orders via fax, EDI, on-line, and from internal personnel for processing and shipment to the customer.
• Verify orders that have been received by checking model / spec numbers, pricing availability, terms and discounts using the mainframe and marketing manuals;

input new orders via SAP or electronic download.

• Negotiate with distributors concerning shipping dates, order size and substitutions.
• Initiate a fax acknowledgement form to confirm that an order has been received, prices have been verified, and product ordered is correct.
• Communicate with Inventory Control and Warehousing regarding product availability requests, special customer requests, inventory shortages, and out of the ordinary purchases in an effort to supply product in a timely fashion.
• Research inventory billing discrepancies and send cycle count request to appropriate shipping warehouse and credit department.
• Enter RGA requests for shipping errors resulting from order entry errors.
• Investigate billing discrepancies and enter credit requests into SAP system for approval.
• Assist distributors with identifying service parts SKUs, learning available methods of finding service part SKUs, identify and document issues;

wrong SKUs, missing SKUs, missing information, and document updates related to service parts.

• Collect data and maintain records to support manufacturing and engineering product problem reports as it relates to identifying a high volume of service part requests by component.
• Adhere to appropriate corporate culture, as defined by corporate values, mission statement, associate handbook, and company rules.
• Representing Nortek Global HVAC Customer Care group to customer base and internal departments. Must embody the ideal role of customer care as a customer care ambassador for the company.
• Assist with warranty matters, including, but not limited to; registration, claims entry process, authorization inquiries, claims status, and warranty coverage.
• Perform other duties as may be assigned.

Position Qualifications

Education : Requires a two-year degree from an accredited college or HVAC technical school. Bachelors degree is preferred or equivalent experience.

Experience : 2-3 years

Skills and Abilities : Which may be representative, but not all inclusive of those commonly associated with this position.

• Strong leadership skills.
• Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
• Interpret instructions furnished in written or oral form.
• Thrive in a team environment.
• Excellent customer care skills with a customer first attitude.
• Ability to multi-task.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Computer skills including Microsoft Office; SAP experience preferred.
• Technical knowledge of HVAC systems is a plus.

Nortek Global HVAC is an equal opportunity employer and does not unlawfully discriminate against any applicant on the basis of race, color, religion, sex national origin, age disability, sexual orientation, or any other class protected by federal or state law.