Supervisor - Customer Service
Supervisor - Customer Service
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Salary Not Disclosed
1 Vacancy
Job Description
Rittal LLChas built a strong tradition of innovation and takes pride in a progressive approach to engineering. We design and manufacture the worlds leading industrial and IT enclosures racks and accessories including high-efficiency high-density power management and climate control systems for industrial data center outdoor and hybrid applications.
As theSupervisor of Customer Service you will lead and support a team of customer service representatives located both at our local facility and across multiple Rittal LLC locations. In this role you will work cross-functionally to drive process improvements accomplish corporate & departmental goals and to ensure customer satisfaction.
- Define expectations & standards for team performance and manage accordingly
- Develop and implement tools and processes
- Establish manage & train staff to a training certification plan
- Monitor measure & evaluate the quality of response for phone chat & email
- Motivate team members and instill a performance culture
- Plan resources & ensure team service coverage is achieved
- Have a detailed understanding of the customers needs and specialized or technical knowledge of the products or services being sold
- Interact regularly with customers to ensure great quality of service
- Communicate with Customers/Outside Sales/Manufacturers Reps/Distributors
- Investigate customers problems and find solutions that cannot be resolved by team members
- Ensure success in meeting & exceeding Customers expectations
- Work with other departments to improve the quality of service with a specific focus on On Time Delivery and Customer Complaints
- Use discretion and judgment when satisfying customer requirements outside the standard process
- Full understanding of the entire Product & Services portfolio
- Evaluation of performance metrics for the team as a whole & each individual team member to isolate and identify areas of improvement
- Analyze customer & sales data and statistics
- Direct responsibility of Key Customers within the Regions if needed
- Manage/Report Open orders Sales Analysis On-time delivery Sales Specific Inventory
- Travel as necessary including occasional visits to customers other Rittal LLC locations meetings and events
- Participating in Trade Shows
- Other duties as assigned
- Excellent communication skills both verbal and written
- Strong listening analytical and problem-solving skills
- 3-5 years Customer Service Experience with 2-4yrs leadership experience.
- Effectively handle stressful calls in a professional manner
- Listen and follow directions
- Knows and follows office etiquette
- Reflects corporate values and culture
- Able to meet deadlines with the highest degree of accuracy
- Detail-oriented and capable of prioritizing multiple tasks
- Able to work well in a group environment as well as independently
- Able to foresee problems and demonstrate proactive solution resolution
- Demonstrates courteous and professional behavior
- On-time and dependable
- Must have the ability to meet the call center metric standards
- Takes initiative to identify a potential problem while educating to avoid in the future
- Willing to stay late or come in early when needed
- Friendly and cooperative attitude
- Demonstrates the ability to recognize important situations
- Participate in training to gain advanced knowledge of products selling skills customer relationship skills and others as needed including Trade Shows and Customer Visits.
- Other duties responsibilities or projects as assigned or required by the Manager
What we offeris an opportunity to be a part of a team that increases the optimization and efficiency of our Global Company. Our goal is to create a safe work environment where our customers can trust us to deliver quality products. We enjoy all the benefits of an international company quickly growing in the US.
If you require reasonable accommodation for any part of the application or hiring process due to a disability you may contact the companys Human Resources Department at .
This option is reserved for individuals who require accommodation due to a disability.
Rittal LLC and Eplan are proud to be an affirmative action/equal opportunity employer. EEO including Disability/Vets.
Required Experience:
Manager
Employment Type
Full-Time
