Customer Service Representative
Customer Service Representative I
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.
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.
Salary Range for this role is $39,520 to $54,080 base pay. The actual compensation will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible.
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 where our customers can trust us to deliver quality products. We enjoy all the benefits of an International company quickly growing in the US.
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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.