Customer Service Representative
Location: Urbana, OH
Job Title: Customer Service Representative
About Rittal
Rittal is a leading global provider of solutions for industrial enclosures, power distribution, climate control, and IT infrastructure, as well as software and services. The company is a member of the Friedhelm Loh Group, a successful international player with 18 production plants, 80 subsidiaries, and 12,000 employees.
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.
Primary Activities/Duties
- Act as a resource to customers, coordinating with internal departments to resolve issues and ensure follow-through.
- Recommend replacement products or services based on customer requirements.
- Provide alternative product options for discontinued items.
- Process and manage requests to change or cancel customer orders.
- Provide basic to intermediate technical support.
- Manage high volumes of calls, emails, and direct messages daily.
- Build sustainable relationships through open and interactive communication.
- Provide accurate, valid, and complete information using appropriate tools and methods.
- Meet individual and team goals consistently.
- Maintain records of customer interactions and ensure proactive follow-ups.
- Follow communication procedures, guidelines, and policies.
- Engage customers with a proactive and solution-oriented approach.
- Verify account information and code calls accurately.
- Answer questions about warranties, terms of sale, and shipping details.
- Coordinate customer issues as a liaison with internal teams.
- Communicate proactively with sales teams and distributors regarding customer concerns.
- Utilize computer systems and tools to manage daily tasks.
- Collaborate with the Customer Service Manager to ensure service excellence.
- Think creatively to resolve customer issues and create solutions.
- Accurately follow the Tangro process and distinguish between service and technical support needs.
- Provide tracking information for domestic and international shipments.
- Generate airfreight quotes and expedite parts from modification centers.
- Use carrier quoting tools and SAP to create accurate customer quotations.
- Manage customer accounts using the Rittal Risource Center.
Requirements
- Excellent verbal and written communication skills.
- Strong listening, analytical, and problem-solving abilities.
- Ability to handle stressful calls professionally.
- Attention to detail and ability to prioritize multiple tasks.
- Ability to work independently and in a team environment.
- Proactive problem-solving and customer education skills.
- Dependable, punctual, and able to meet call metric standards.
- Friendly, cooperative attitude with a customer-first mindset.
- Willingness to work flexible hours when needed.
- Ability to recognize and respond to important customer situations.
- Participation in training, trade shows, and customer visits.
Knowledge & Experience
- Basic product knowledge and Microsoft Office skills.
- Experience using SAP and carrier quoting tools.
- Familiarity with CRM systems and customer service platforms.
- Prior customer service experience in a technical or manufacturing environment preferred.
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.