Customer Service Representative

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 I, 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: $42,000 – $48,000

You will contribute by:

• Recommend replacement products or services based on customer requirements.
• Provide alternative product options for discontinued product or out of stock products.
• Proactive open order coordination/management
• Possess basic technical product knowledge.
• Provide accurate, valid, and complete information by using the right methods/tools including freight carrier sites and the Rittal Risource Center.
• Keep records of customer interactions and ensure the proper proactive follow-ups occur.
• Code all calls accurately, using appropriate wrap up codes.
• Identify and assess customers' needs to achieve satisfaction.
• Escalate customer issues to leader to ensure proper service is being delivered.
• Follow the Tangro process accurately.
• Being able to effectively distinguish service and/or technical support issues/requests and assisting the customer by getting them to the correct department.
• Provide tracking information for all order shipments.
• Follow the proper procedures to generate airfreight quotes.
• Utilize SAP to create quotations for customers accurately.
• Follow communication procedures, guidelines, and policies.

Expectations:

• Meet individual/team goals consistently.
• Follow communication procedures, guidelines, and policies.
• Manage large amounts of calls, emails, and direct messages daily.
• Build sustainable relationships through open and interactive communication.
• Proactively communicate with the sales team and distributors about customer concerns or issues.

Skills:

• Go the extra mile to engage customers.
• Identify and assess customers' needs to achieve satisfaction.
• Thinks outside the box to resolve customer issues and create a solution.
• Utilize computer technology to manage daily tasks.
• Basic Microsoft skills.

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.
• Demonstrates courteous and professional behavior.
• On time and dependable.
• Must have the ability to meet the call metric standards.
• Willing to stay late or come in early when needed.
• Friendly and cooperative attitude.
• Participate in training to increase knowledge of products, and customer relationship skills.
• Other duties, responsibilities, or projects as assigned or required by Manager.