Job Description
Supervisor Customer Service Rittal LLC has built a strong tradition of innovation and takes pride in a progressive approach to engineering. We design and manufacture the world’s 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 the
Supervisor of Customer Service, you will be responsible for the supervision of the Customer Service teams. 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 customer’s 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/Manufacturer’s Reps/Distributors
- Investigate customer's 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
As Needed:
- Participate in Trade Shows and Customer Visits
- Other duties as assigned
What we are looking for is :
- Excellent communication skills both verbal and written
- Strong listening, analytical and problem-solving skills
- Effectively handle stressful calls in a professional manner
- Listens and follows the direction
- 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 demonstrates 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 offer is 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 company’s Human Resources Department at (937) 399-0500.
This option is reserved for individuals who require accommodation due to a disability.
Rittal North America LLC is proud to be an affirmative action/equal opportunity employer. EOE, including Disability/Vets.
Job Tags
Full time, Outdoor,