nVent · 9 hours ago
Customer Care Manager I
Solon, OH
Full-time
Hybrid
Mid, Senior Level
5+ years expnVent is a leading global provider of electrical connection and protection solutions. They are seeking a seasoned leader to drive customer experience initiatives, enhance customer journey strategies, and improve customer engagement across their electrical solutions portfolio.
Electrical DistributionElectronicsManufacturing
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
Qualification
Required
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
This position is based at our Solon, OH, manufacturing campus and will be on-site 4 days per week
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.
Company
nVent
nVent is an electronics manufacturing firm that specializes in providing electrical connection and protection solutions to customers.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$500M2023-04-24Post Ipo Debt· $500M
2018-04-20IPO
Leadership Team
Beth Wozniak
Chief Executive Officer
Martha Claire Bennett
Chief Marketing Officer & EVP
Recent News
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