Rittal is now hiring a 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 Returns Representative, you act as a resource to customers on eturns-related customer service requests and issues. Coordinate with other internal departments to resolve issues and follow through with clients until completion. Take calls and use limited discretion/decision-making authority as needed to resolve customer issues. For product or service-related inquires, transfer customers to appropriate technical support groups. May provide non-technical initial client on-boarding in absence of dedicated resources within the organization. You will contribute by;
Handle telephone inquiries regarding returns and re-shipments from distributors, customers, and the sales team.
Follow up as necessary with internal and external teams regarding returned merchandise or replacement orders via phone, in-person, and/or e-mail.
Process replacement orders when needed and manage expediting
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Keep records of customer interactions and ensure proper pro-active follow-ups occur
Follow communication procedures, guidelines, and policies
Verify that RA's adhere to Rittal’s policies and procedures
Process credits/debits associated with products being returned.
Responsible for processing Distributor Stock Rotations
Familiarize yourself with our product line (Enclosures, Climate, and DCS).
Go the extra mile to engage customers
Resolve customer complaints/returns via phone, email, mail determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Use telephones to reach out to customers and verify information
Greet customers warmly and ascertain problem or reason for calling
Advise on company information and take pertinent information to support our customer needs
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
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
What we are looking for is;
Excellent communication skills both verbal and written with strong listening, analytical and problem-solving skills
Effectively handle stressful calls in a professional manner
Listens and follows direction and follows office etiquette
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 proactive solution resolution and demonstrates courteous and professional behavior
On-time and dependable and flexible to stay late or come in early when needed
Must have the ability to meet the call centers metric standards
Takes initiative to identify a potential problem while educating to avoid in the future
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 that our customers can trust us to deliver quality products. We enjoy all the benefits of an International company quickly growing in the US.
We are an EOE/AA employer part of the owner-operated Friedhelm Loh Group. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply. FLSA Exempt (Not eligible for overtime).