About this position
Rittal North America 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 Customer Service Representative I, you act as a resource to customers. Coordinate with other internal departments to resolve issues and follow through with the client until completion. Use discretion/decision-making authority as needed to resolve customer issues.
Salary range: $42,000 – $48,000
You will contribute by:
#LI-HS1
As the Customer Service Representative I, you act as a resource to customers. Coordinate with other internal departments to resolve issues and follow through with the client until completion. Use discretion/decision-making authority as needed to resolve customer issues.
Salary range: $42,000 – $48,000
You will contribute by:
- Recommend replacement products or services based on customer requirements.
- Provide alternative product options for discontinued product or out of stock products.
- Proactive Open Order coordination/management
- Possess basic technical product knowledge.
- Provide accurate, valid, and complete information by using the right methods/tools including freight carrier sites and the Rittal Risource Center.
- Keep records of customer interactions and ensure the proper proactive follow-ups occur.
- Code all calls accurately, using appropriate wrap up codes.
- Identify and assess customers’ needs to achieve satisfaction.
- Escalate customer issues to leader to ensure proper service is being delivered.
- Follow the Tangro process accurately.
- Being able to effectively distinguish Service and/or technical support issues/requests and assisting the customer by getting them to the correct department.
- Provide tracking information for all order shipments.
- Follow the proper procedures to generate airfreight quotes.
- Utilize SAP to create quotations for customers accurately.
- Follow communication procedures, guidelines, and policies.
- Meet individual/team goals consistently.
- Follow communication procedures, guidelines, and policies.
- Manage large amounts of calls, emails, and direct messages daily.
- Build sustainable relationships through open and interactive communication.
- Proactively communicate with the sales team and distributors about customer concerns or issues.
- Go the extra mile to engage customers.
- Identify and assess customers’ needs to achieve satisfaction.
- Thinks outside the box to resolve customer issues and create a solution.
- Utilize computer technology to manage daily tasks.
- Basic Microsoft skills.
- 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 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.
- Demonstrates courteous and professional behavior.
- On time and dependable.
- Must have the ability to meet the call metric standards.
- Willing to stay late or come in early when needed.
- Friendly and cooperative attitude.
- Participate in training to increase knowledge of products, and customer relationship skills.
- Other duties, responsibilities, or projects as assigned or required by Manager.
#LI-HS1
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 LLC and Eplan are proud to be an affirmative action/equal opportunity employer. EEO, including Disability/Vets.
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