Customer Service Team Lead

nVent•New Berlin, WI

8d•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. Serve as the primary contact for partner concerns related to customer issues, including expedites, freight inquiries, pricing questions, and order concerns. Lead onboarding and ongoing training for Customer Service Representatives (CSRs) as well as help develop, maintain, and train teams on standardized work processes and procedures. Partner with the Customer Care Manager to improve customer service processes, ERP systems, and order management workflows. Act as backup to the Sales Support Supervisor when needed. Process distributor orders received through multiple channels, including email, phone, ERP System. Work cross-functionally with sales, marketing, production, and shipping teams to resolve customer and delivery-related issues. Monitor order status and shipment schedules to ensure on-time delivery and customer satisfaction. Deliver responsive, professional customer support while meeting team benchmark goals.

Requirements

3+ years of customer service experience, preferably in a manufacturing environment.
Experience with ERP systems and/or order management software.
Proven track record to handle customer concerns professionally and empathetically.
Strong attention to detail as well as strong verbal and written communication skills with the ability to work across functions.
Ability to prioritize in a fast-paced environment.

Responsibilities

Serve as the primary contact for partner concerns related to customer issues, including expedites, freight inquiries, pricing questions, and order concerns.
Lead onboarding and ongoing training for Customer Service Representatives (CSRs) as well as help develop, maintain, and train teams on standardized work processes and procedures.
Partner with the Customer Care Manager to improve customer service processes, ERP systems, and order management workflows.
Act as backup to the Sales Support Supervisor when needed.
Process distributor orders received through multiple channels, including email, phone, ERP System.
Work cross-functionally with sales, marketing, production, and shipping teams to resolve customer and delivery-related issues.
Monitor order status and shipment schedules to ensure on-time delivery and customer satisfaction.
Deliver responsive, professional customer support while meeting team benchmark goals.