Customer Service Representative
22 days ago
Urbana
Job DescriptionCustomer 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 companiesWhat 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. 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. Powered by JazzHR 55q73f9HmU