Customer Service Representative - 1

Rittal LLC•Urbana, OH

1d•Onsite

About The Position

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.

Requirements

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.
Basic Microsoft skills.

Nice To Haves

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.

Responsibilities

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.
Meet individual/team goals consistently
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.
Other duties, responsibilities, or projects as assigned or required by Manager.