Customer Service Manager - Rittal LLC

Customer Service Manager

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 Manager of Customer Service, you will be responsible for the management of the Customer Service teams. In this role, you will organize and monitor the Customer Service teams to ensure the highest level of customer satisfaction and enhance the customer experience.
• Be the Voice of the Customer throughout the organization
• Define expectations & standards for team performance and manage accordingly
• Oversee hiring department staff to ensure efficiency and effectiveness
• Provide feedback to functional departments on performance and work to make improvements to processes to better service.
• Monitor and track budget to ensure adherence
• Take part in and/or spearhead essential meetings to cultivate a performance-oriented culture.
• Monitor, measure & evaluate the quality of response to ensure the appropriate service levels
• Working with the CS Supervisors identifying staff training and coaching requirements & needs
• Develop and implement strategies & policies to improve customer relationships and loyalty
• Ensure success in meeting & exceeding Customers’ expectations
• Liaise with other departments to support the quality of service
• Implement and support growth strategies of the organizations
• Identify & implement tools to enhance the customer experience
• Participate in Trade Shows and Customer Visits

What we are looking for is:
• 5 years of experience managing customer service team
• 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
• 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.

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