Customer Service Representative

We begin with dreams. Dreams drive our motivation. Dreams are our future. The world's dreams, people's dreams, our dreams. Our passion creates ideas that make dreams come alive. Technology and products that were only dreams become reality.

All for dreams. Dreams challenge and the Nidec-Group will continue to meet the challenge. For the world's and people's tomorrows; the world's first, the world's best technologies and products; we will continue our part in creating a better society.

Job Summary

The Traction Customer Service Representative supports customers and internal teams by providing helpful information, answering questions, entering orders, and resolving issues. The CSR role is the front line of support to help ensure that customers are satisfied with products, services, and features. Also providing solutions that fit individualized situations and prioritize the customers' needs at each step of the process.

Job Description

SPECIFIC JOB RESPONSIBILITIES

• This position requires the ability to work independently as well as in a team setting and will be expected to accept direction from the Customer Service Supervisor/Manager with the ability to work amicably and productively with co-workers.
• Ensure a prominent level of accessibility to customers, including handling and processing a large volume of phone calls or e-mails in a prompt and efficient manner.
• Maintain a strong consistent positive, cohesive, and professional relationships toward customers.
• Serve as the point of contact and voice of the customer to various departments within the sales order process (i.e., engineering, quality, operations, etc.). This includes improving day to day process interaction with customers by leveraging detailed customer knowledge.
• Effectively communicate directly with external customers to provide lead times, pricing, availability, delivery dates, order acknowledgements, updates, and shipping information.
• Direct information and updates to the proper individuals within the organization timely. This includes actively building strong relationships with customers to gain an understanding of their business, service needs, drivers, and desires.
• Resolve customer service problems that arise through the sales order process teaming up with necessary business partners for successful closure.
• Identifying improvements in ways of working to drive a high level of service delivery excellence and customer satisfaction.
• Cross train as needed and provide backup as required for customer team members.
• Process credits and RGA’s (Returned Goods Authorization) accurately and in a timely manner, according to department procedure.
• Ensure smooth execution of the orders by collaborating closely with the customers, vendors as well as internal stakeholders.
• Additional tasks and duties assigned based on business needs.

REQUIRED QUALIFICATIONS AND EXPERIENCE

• Associates or high school/GED required. Bachelor’s degree preferred. Must have 3-5 years’ relevant Customer Service experience.
• Previous experience in Traction products and service is a plus.
• Excellent communication skills (active listening, phone, computer, and written communication skills).
• Ability to prioritize, pay attention to detail, and manage time effectively.
• Ability to analyze information and relay it to individuals at different levels.
• Strong PC skills with proficiency in Microsoft Office required.
• EDI, Fourth Shift, or Microsoft AX/Dynamics 365 experience a plus
• Demonstrate a commitment to high professional ethical standards in a diverse workplace.
• Excel at operating in a fast-paced community environment.
• 3/2 hybrid work schedule is offered however must be able to work in an office up to 5 days a week based on business needs.
• Must be able to travel up to 10%

Languages

• English mandatory. Other language skills are helpful.

CORE COMPETENCIES

• Effective Interpersonal Skills
• Excellent Written and Verbal Communication Skills.
• Strong Organization skills with ability to prioritize.
• Analytical Thinking
• Computer Proficient
• Customer Focus
• Problem Solving

Range: $20-$29 hourly DOE.

Additional Job Details

Equal Employment Opportunity and Affirmative Action at Nidec
Nidec is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants receive consideration for employment without regard to their age, gender, gender identity, sexual orientation, race, color, genetic information, religious creed, national ori