Customer Experience Representative I

Job DescriptionAt Nordyne, we have a passion to make the world breathe easier. We engineer top-tier residential and manufactured housing HVAC equipment that our contractors love to install, our end-users comfortably enjoy, and our partners proudly carry. The primary responsibility of this role is to act as the internal liaison between Nordyne 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, product information, and warranty coverage, status, and registration. This position also requires active participation to ensure the achievement of Nordyne core values of providing high levels of customer care.This position will serve our Nordyne Division, located in O'Fallon, MO. This is a hybrid position - on-site Monday through Thursday, with optional work-from-home Fridays after training period. Responsibilities Receive orders via EDI, on-line, email, and from internal personnel for processing and shipment to the warehouse. Verify orders that have been received by checking model/spec numbers, pricing availability, terms and discounts; input new orders via SAP and review electronic downloads. Negotiate with distributors concerning shipping dates, order size and initiate an 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, pricing discrepancies and out of the ordinary purchases in an effort to supply product in a timely manner. Research inventory billing discrepancies and send cycle count request to appropriate shipping warehouse and creditor. Enter RGA requests for shipping errors resulting from order entry. Investigate billing discrepancies and enter credit requests into SAP system. Assist distributors with identifying service parts SKU's, pricing, and availability. 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. Adhere to appropriate corporate culture, as defined by corporate values, mission statement, associate handbook, and company guidelines. Maintains harmonious relationships with customers. Acts as an extension to the field sales staff. Keeps salespersons in the field informed all pertinent actions affecting them. Assist with warranty matters, but not limited to; registration, claims entry process, authorization inquiries, claims status, and warranty coverage. Takes ownership of customer complaints and acts accordingly to resolve and prevent reoccurrence of issues. Perform other duties as may be assigned by the Customer Care Supervisor.Qualifications High School Diploma or equivalent Demonstrates data entry skills. Technical knowledge of HVAC systems is a plus Ability to carry out instructions furnished in written, oral, or diagram form. Excellent interpersonal skills including the ability to work with people inside and outside the Company in a professional and sincere manner. Excellent problem-solving skills. Excellent communication skills, written and verbal, with attention to detail and accuracy. Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite. Demonstrated ability to work well with others in a matrix team environment.As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors: Adapting Business Understanding Collaborating Communicating Effectively Continuously Improving Customer-Orientation Developing Self Focusing on Results Influencing Managing Relationships Managing Work Problem Solving & Decision MakingEquivalent combination of education, experience, and skills may supplement above minimum job requirements.#LI-AM1#LI-HybridAbout UsAt Rheem, we are dedicated to bringing comfort to people's lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem, and help shape the future of products that impact lives-every day.Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.

Created: 2025-01-26