Customer Service Representative

Nailor Industries, Inc. is known for our industry leading customer focused approach to providing innovative commercial and industrial HVAC products. Nailor manufactures a unique and comprehensive line of products including Air Control & Distribution products, VAV Terminal Units, Green Building products, Fan Coil Units, Electric Duct Heaters, Sound Attenuators, Air Handling Units, and Filter Housings.

Job Summary:

We are seeking a dedicated and detailed-oriented Customer Service Representative to join our team in the Heating, Ventilation, and Air Conditioning (HVAC) Industry. The ideal candidate is someone who can provide and deliver professional, helpful, high-quality service by assisting with customer requirements in an efficient and timely manner. A Key liaison between customers, internal departments, and external partners on handling of orders, shipments, and issue resolution. Satisfy customer inquiries and ensure their needs are met. A strong understanding of customer care.

Key Responsibilities:

• Respond promptly to incoming calls, emails, and online inquiries while maintaining a calm and professional demeanor in high-pressure situations.
• Stay current on product knowledge, custom finish options, promotions, and industry practices to provide accurate and helpful information to customers.
• Process and manage order modifications, including updates to order status, rush requests, special instructions, and cancellations.
• Confirm part availability and lead times by coordinating with the Purchasing and Engineering departments.
• Verify pricing for non-standard models, special finishes, and custom orders.
• Provide quotes for woodgrain and custom finish options; follow through on custom finish orders and obtain required metal samples.
• Ship Nailor color samples and color charts upon customer request.
• Collaborate with other Nailor locations to facilitate order transfers and follow up on intercompany purchase orders.
• Communicate with vendors regarding order issues, delays, and cancellations.
• Investigate and resolve short shipments, mixed shipments, and product discrepancies in coordination with the Production, Shipping and Quality Control teams.
• Review quality control imagines to confirm product accuracy and address any concerns.
• Enter customer complaints into the ISOLOCITY quality management system and follow through to resolution.
• Address and resolve invoice and Buy/Sell discrepancies; submit credit requests to Accounting as needed.
• Coordinate special delivery requirements and restrictions with the Shipping department.
• Obtain pricing for special packing, labeling, and handling requests.
• Process shipping-related tasks such as reconsignments, redeliveries, storage fees, dock pickups, elevator access, and liftgate service requests.

Qualifications:

• High school diploma or equivalent required; associate degree or customer service certification is a plus.
• Previous customer service experience required.
• Proficient in Microsoft Excel, including data entry, formulas, data tracking, organization, and basic analysis.
• General computer literacy required, including familiarity with email, internet navigation, and standard office software (e.g., Microsoft Office Suite).
• Excellent verbal and written communication skills with a strong focus on professionalism and clarity.
• Strong organizational skills with the ability to manage time effectively and handle multiple priorities.
• Ability to work efficiently in a fast-paced, team-oriented environment.

Preferred Skills:

• Experience in the HVAC or manufacturing industry.
• Basic knowledge of HVAC systems, terminology, and technical processes.
• Bilingual (English/Spanish) is highly desirable.