Customer Service Representative

Rittal LLC • Urbana, OH

18d • Onsite

About The Position

Serve as a primary resource for customers by providing timely and accurate support regarding products, orders, and services. You will collaborate with internal departments to resolve customer issues, manage order-related inquiries, and deliver a positive customer experience. This role requires strong communication skills, attention to detail, proactive problem-solving, and the ability to effectively utilize company systems and tools to support customers and business objectives.

Requirements

• High school diploma or equivalent required.
• Excellent verbal and written communication skills.
• Strong listening, analytical, and problem-solving abilities.
• Ability to follow directions and adhere to established procedures.
• Professional office etiquette and customer-focused mindset.
• Strong alignment with corporate values and culture.
• Ability to meet deadlines with a high degree of accuracy.
• Detail-oriented with strong organizational and multitasking skills.
• Ability to work independently and collaboratively within a team environment.
• Demonstrated proactive problem-solving and critical thinking skills.
• Courteous, professional, and dependable work ethic.
• Ability to meet established call center performance metrics.
• Initiative to identify potential issues and educate customers to prevent future concerns.
• Flexibility to work additional hours when business needs require.
• Friendly, cooperative, and service-oriented attitude.
• Ability to recognize and respond appropriately to important situations.
• Strong computer skills and proficiency with business systems and customer service tools.

Nice To Haves

• Associate degree or additional business, customer service, or technical training preferred.
• Previous customer service, order management, administrative support, or related business experience preferred.
• Experience working with ERP systems such as SAP is preferred.
• Experience in a manufacturing or industrial environment is a plus.

Responsibilities

• Recommend replacement products or services based on customer requirements.
• Provide alternative product options for discontinued or out-of-stock products.
• Manage open orders proactively using RLGL to resolve blocked orders.
• Accurately process cancellation requests for standard products.
• Maintain and apply basic technical knowledge of Rittal products.
• Communicate proactively with sales teams and distributors regarding customer concerns and issues.
• Provide accurate and complete information using freight carrier websites, the Rittal Resource Center, and Rittal Germany stock and order information systems.
• Document customer interactions and ensure timely follow-up actions are completed.
• Accurately code customer calls using appropriate wrap-up codes.
• Assess customer needs and deliver solutions that drive customer satisfaction.
• Escalate issues appropriately to Customer Service Level III representatives or supervisors when necessary.
• Follow Tangro processes accurately and consistently.
• Route customer requests to the appropriate department when required.
• Provide shipment tracking information for customer orders.
• Create customer quotations in SAP, including pricing and availability details.
• Follow established communication procedures, guidelines, and policies.
• Successfully complete basic hands-on industrial training.
• Participate in ongoing training to strengthen product knowledge and customer relationship skills.
• Support additional duties, responsibilities, and projects as assigned.

Benefits

• Above average benefits available on the 1st of the month after you start
• 401(k) Match
• Health & Wellness Benefits: Paid Volunteer Time, Fitness Reimbursement, Pet Insurance, Tuition Reimbursement, Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED