Customer Care Manager

nVent • Solon, OH

7d • Hybrid

About The Position

We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions. nVent’s Electrical Connections segment is seeking a seasoned leader to drive customer experience initiatives across the US and Canada. This role is critical to enhancing customer journey strategies within a fast-paced, innovation-driven environment. The successful candidate will lead efforts to improve customer engagement, foster loyalty, and support growth across our electrical solutions portfolio. As a key contributor to our customer service strategy, this individual will ensure we deliver exceptional support and consistently exceed expectations at every touchpoint, reinforcing nVent’s commitment to customer-centric excellence

Requirements

• Bachelor’s Degree preferred.
• 5+ years of customer service experience/care experience, preferably working for a manufacturer or distributor.
• Ideally, 2+ years of relative managerial experience.
• Highly proficient in Microsoft Office Suite; experience with ERP and CRM (Salesforce preferred).
• Strong Initiative, communication, and teamwork skills.
• A passion for driving transformation and embracing new technologies to improve customer interactions.
• Strong analytical skills and experience using data to identify insights and drive continuous improvement.
• Ability to inspire and motivate teams, communicate optimally with stakeholders, and build strong relationships.
• Validated Process Improvement experience.
• Driving digitalization for Customer Service Task and Omnichannel approach.

Responsibilities

• Lead a build upon a high-performing team of customer experience professionals, encouraging their development and growth.
• Monitor the team's productivity to ensure mailboxes are up to date, orders are entered daily, calls are answered with the highest availability, and coverage is handled during absences.
• Ensure Customer Care benchmarks are met individually and as a team.
• Plan and implement key critical initiatives with the Director, Customer Care
• Respond to and resolve escalated issues from internal and external customers.
• Assign, track, and review employee work progress.
• Cultivate a team culture that puts customers at the heart of everything we do.
• Collaborate with cross-functional teams, including Sales, Logistics & Operations, to advocate for customer needs and drive continuous improvement.
• Monitor and maintain service quality to meet company standards.
• Train new team members.

Benefits

• Medical, dental, and vision plans along with flexible spending accounts, short-term and long-term disability benefits, critical illness, accident insurance and life insurance.
• A 401(k) retirement plan and an employee stock purchase plan — both include a company match.
• Other supplemental benefits such as tuition reimbursement, caregiver, personal and parental leave, back-up care services, paid time off including volunteer time, a well-being program, and legal & identity theft protection.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees