Senior Manager, Customer Care - nVent HOFFMAN

nVent•Anoka, MN

19h•Hybrid

About The Position

The Senior Manager, Customer Care for the nVent HOFFMAN business leads a large, geographically dispersed organization across the U.S., Canada, Mexico, and Latin America. The role develops customer-care leaders, strengthens connections between customers and operations, and influences service performance and the evolution of Customer Care for the brand. The position sets priorities across customer care, non-standard product quoting, claims and returns, global and key accounts, and regional customer-support teams. It partners with Operations, Supply Chain, Sales, and other business leaders to improve delivery reliability, order accuracy, responsiveness, and issue resolution. The role develops customer-service strategies, uses feedback and metrics to improve service and operational performance, strengthens processes and accountability, and advances technology improvements such as CRM, AI, automation, and digital solutions. This is a full-time, direct-hire position with a hybrid schedule requiring four days per week on-site in Anoka, Minnesota. Domestic and international travel is approximately once per quarter.

Requirements

Ideally 10+ years of progressive experience in customer care, customer operations, sales support, order management, or a related function.
Experience leading sizable customer care teams across multiple locations or regions.
Customer care experience in manufacturing, distribution, transportation, logistics, or a similarly complex environment involving order fulfillment, warehousing, and supply-chain dependencies.
Experience working directly with customers in at least one international market, including familiarity with logistics, import/export, and related service considerations.
Knowledge of the order-to-cash process and experience improving order management, quoting, pricing support, claims, returns, customer issue resolution, service levels, or delivery performance.
Ability to interpret customer and operational performance data, identify meaningful trends, and translate findings into clear priorities and actions.
Experience advancing process and digital improvements involving CRM, transactional systems, analytics, automation, AI, or related customer-service technology.
Ability to travel domestically and internationally approximately once per quarter.

Nice To Haves

Experience leading through managers, supervisors, or other people leaders is preferred.

Responsibilities

Lead, mentor, and develop Customer Care managers and their teams across the U.S., Canada, Mexico, and Latin America.
Set priorities and guide performance across customer care, non-standard product quoting, claims and returns, global and key accounts, and regional customer-support teams.
Partner with and influence Operations, Supply Chain, Sales, and other business leaders to align priorities and improve delivery reliability, order accuracy, responsiveness, and issue resolution.
Develop customer-service strategies that respond to evolving customer needs and strengthen the customer experience.
Use customer feedback and service metrics to set priorities, balance workloads, and improve service, productivity, capacity, and cost performance.
Strengthen the operating model through consistent processes, clear accountability, capacity planning, business continuity, and coordination across teams and locations.
Initiate process and technology improvements, define Customer Care requirements, and partner on the development and adoption of CRM, AI, automation, and digital solutions.
Build leadership capability and succession pipelines while strengthening accountability and continuous improvement.