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July 1, 2020
Dear Valued Partners and Customers,
As we continue to work through these ever changing times, we at Noritz feel communication continues to be key. I wanted to update you all on a few of the things we are planning to keep our company moving forward as we head into the second half of 2020.
We will be opening the Noritz HQ facility in Fountain Valley, CA on July 7th to allow our product trainers the ability to start utilizing the office for in person trainings. We will continue our work from home for the majority of the staff, including Customer Care, Sales Admin, HR and Accounting.
Our warehouse team has been actively developing protocols to provide contactless pickups from our Fountain Valley location to ensure the safety of our customers and employees. Noritz will reopen for Will Calls on July 7. While we finalize the last adjustments to our pick up area, here are some things to know:
- NEW WILL CALL HOURS Mon-Fri 8am-2pm. Sat 11am-2pm.
- Upon arrival, we are asking customers to stay in their vehicle, and dial the Sales Admin team. Sales Admin will confirm their order and notify the warehouse.
- Warehouse personnel will open the Will Call door to wave in the customer when their order is ready.
Health and safety for our staff, valued partners, and our customers is our top priority.
Our warehouse staff will continue to maintain the same level of exceptional service for both incoming and outgoing shipments that you have come to know. In many instances we have fulfilled and processed orders on the same day received, and we will continue to ensure that our stock levels are well maintained. We thank you for your partnership, and will continue to work hard to earn and maintain the trust you have put in us.
Jay Hassel
President and COO
Noritz America Corporation
March 31, 2020
Dear Valued Partners and Customers,
Health and safety is paramount at this time and I continue to wish you and your family the best from Noritz.
Plumbing was deemed “essential” to the market and we have continued servicing our wholesale partners, contractors and builders. We thank you for keeping customers in hot water at this time.
Our customer care and technical teams have had a full week of working on a mobile basis and this has worked out very well so far. Our success rate on fielding incoming calls has increased. Our Technical support staff and trainers have also pitched in and provided support.
“Tuesdays with Noritz” was launched this week to a massive audience. This webinar series gives us a chance to focus on specific product while our attendees can log in as they have time. We look forward to continued success with this.
Our warehouse staff has been keeping up with outgoing shipments while simultaneously receiving product. Fill rates have stayed the same as we have been able to fill orders, in many instances, the same day the order was received. We have been able to maintain stock levels and do not foresee issues in the near future.
The roll out of our award winning, innovative, NRCR Series has been very successful. If you are an installer, be sure to look out for a survey from us on your initial install! Your feedback, as always, is very important to us.
We will continue to monitor Government announcements and keep you up to date. We have seen local changes in many instances, and it is important to have a continued understanding on what we can and cannot do in the market. Some markets, for example, have decided to halt Commercial construction projects. Understanding how these announcements impacts us is very important. Our sales team has done a great job in keeping up to the minute with updates, be sure to stay in contact with them.
Noritz is committed to working with you as we face the future. Hopefully, by working together, we can continue a respectful partnership and be stronger together moving forward.
Again, if you need anything, please always feel free to reach out to your main contact for any help or guidance.
Please stay safe.
Jay Hassel
President and COO
Noritz America Corporation
March 23, 2020
Dear Valued Partners and Customers,
First, and most importantly, I want to wish you and your family the best from Noritz. We are all facing an unprecedented situation together and want to make sure we communicate what the Noritz team is doing as we work through this.
Last week, we were able to mobilize our Customer Care team! As of last Monday afternoon, they were taking calls from outside the office. I am happy to report this transition was done with no down time as we continued to service our customers. This move was done chiefly to help our teams stay healthy while still maintaining a level of service through this uncertain time. We also worked with our supply chain teams to ensure they were shipping orders each day while maintaining social distancing at our Fountain Valley, CA and Forest Park, GA locations.
Our corporate, sales support and engineering teams have all also transitioned to home offices. We took the step of restricting travel with our outside sales team. As a result, they have been reaching out to you via phone and email to set up what will be a series of online training opportunities. We are also working on a platform to make sure our ProCard members stay engaged with other online opportunities. Health has continued to be our top priority.
Currently, we do not anticipate any supply chain interruptions. We have a surplus of product on the water heading to our port in Long Beach. Delays at the port are the only thing we cannot control. We will be watching this very closely and will let you know if any issues arise.
We are constantly monitoring US Government announcements and will follow their lead on this. As of now, we are also following local, state and federal guidelines which state that plumbing is considered an essential business for the marketplace. The priority, as always, is to keep our team safe.
Noritz will continue to make every attempt to have business run as smoothly as possible to help support you, whatever connection you have with us. Be on the lookout for the online trainings we are introducing to continue to grow your tankless business!
Again, if you need anything, please always feel free to reach out to your main contact for any help or guidance.
Please stay safe.
Jay Hassel
President and COO
Noritz America Corporation