Service representative serp_jobs.h1.location_city

Job Description

Job Description

Embrace a career with purpose at Nice North America, a subsidiary of Nice S.p.A., an Italian multinational leader in Home and Building Automation. Guided by our vision of creating A World Without Barriers, we develop cutting-edge solutions for smart home control, security, door and gate automation, access control, and more to achieve our mission of Simplifying Everyday Movements.

Headquartered in Carlsbad, CA, with several R&D and manufacturing centers and offices throughout the region, Nice is committed to innovation that enhances everyday life. Our team thrives in an environment that fosters continuous learning and professional growth where you’ll collaborate with talented and dynamic individuals every day to create groundbreaking solutions. And, as a global leader, we offer award-winning sales and marketing programs, technical support, and CEU training to the industry’s top partners.

Our commitment extends beyond technology development; we also proudly support the Gary Sinise Foundation R.I.S.E. program, helping wounded veterans and their families through specially adapted smart homes. A philanthropic endeavor that truly embodies our corporate mission.

Summary : The Customer Service Rep 1 (CSR1) processes orders, responds to customer inquiries via email / phone calls, 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.

Hourly rate is $17.00-20.00 per hour, depending on experience and location.

Locations : Carlsbad, CA, Olive Branch, MS, or Kent, WA – FULLY ONSITE. Schedule : Monday-Friday 6 : 00am-2 : 30pm PST or 5 : 00am-1 : 30pm PST

Primary Responsibilities :

• Enters accurate data into computer, including general contact information, sales order, or case records.
• Communicates with customers by e-mail and determines the nature of the request. The CSR1 creates an order, case record, or VOC 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.
• Investigate instances such as short shipments, mis-shipments and lost shipments and initiates credit memos, debit memos, returns, or replacements where applicable based on information from the system.
• Accesses computerized data to quote availability of product from inventory levels.
• Accesses computerized data to provide lead times for back-ordered products within department standards.
• Interfaces via email with management to communicate special service needs and customer requests.
• Interfaces via email 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.
• Soft sells Nice North America products.
• Works closely with sales team members 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.
• Assists in supporting Strategic Account partners via phone and email for all orders, inquiries, and additional requests.
• Provide reception coverage as scheduled.
• Meets assigned team and individual KPI’s / metrics for all phone calls and emails.
• Perform any other related duties as required or assigned.

Knowledge Skills and Abilities :

Physical Requirements :

Essential functions of this job require the following minimal physical demands. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.

Working Conditions : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tasks listed are intended to be descriptive and not restrictive. Any employee in this job may perform any of the tasks listed; however, these examples do not include all the tasks an employee may be expected to perform. The company reserves the right to change tasks as needed.