Customer Service Representative - Rittal LLC

Customer Service Representative I

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, 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. 

You will contribute by:

• Recommend replacement products or services based on customer requirements. 
• Provide alternative product options for discontinued product. 
• Process and manage requests to change or cancel the customer order. 
• Order coordination / management. 
• Provide basic - intermediate technical support.
• Manage large amounts of calls, emails, and direct messages daily.
• Build sustainable relationships through open and interactive communication. 
• Provide accurate, valid, and complete information by using the right methods/tools. 
• Meet individual/team goals consistently. 
• Keep records of customer interactions and ensure the proper proactive follow-ups occur. 
• Follow communication procedures, guidelines, and policies. 
• Go the extra mile to engage customers. 
• Use telephones to reach out to customers and verify account information. 
• Code all calls accurately.  
• Answer questions about warranties, terms of sale, and shipping information. 
• Coordinate customer issues acting as the liaison with Rittal internal teams.
• Identify and assess customers’ needs to achieve satisfaction. 
• Proactively communicate with the sales team and distributors about customer concerns or issues. 
• Utilize computer technology to manage daily tasks. 
• Work with the customer service manager to ensure proper customer service is being delivered. 
• Thinks outside the box to resolve customer issues and create a solution. 
• Follow the Tangro process accurately.
• Being able to effectively distinguish Service and Technical support issues and assisting the customer by getting them to the correct department. 
• Basic product knowledge.
• Basic Microsoft skills.  
• Provide tracking information for USA shipments and Germany shipments. 
• Follow the proper procedures to generate airfreight quotes. 
• Expedite for parts that are being assembled in our modification centers.
• Use the quoting tool on carriers’ websites to give accurate parcel/freight quotes.  
• Utilize SAP to create quotations for customers accurately.   
• Using the Rittal Risource center to manage customer accounts, add users and companies.

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 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 demonstrate proactive solutions.
• Demonstrates courteous and professional behavior.
• On time and dependable.
• Must have the ability to meet the call 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 advance knowledge of products, and customer relationship skills.
• Participates in Trade Shows and Customer Visits.
• Other duties, responsibilities, or projects as assigned or required by Manager.

What we offer is an opportunity to be a part of a team that increases the optimization and efficiency of our Global

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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