Customer Service Representative

Customer Service Representative

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 Company. Our goal is to create a safe work environment, so that 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 LLC and Eplan are proud to be an affirmative action/equal opportunity employer. EEO, including Disability/Vets.