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nVent · 17 hours ago

Customer Care Manager

Solon, OH

Full-time

Onsite

Mid, Senior Level

5+ years exp

nVent is a leading global provider of electrical connection and protection solutions, seeking a seasoned leader to drive customer experience initiatives. The successful candidate will enhance customer journey strategies and improve engagement while leading a team of customer experience professionals.

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

Customer service experienceManagerial experienceMicrosoft Office SuiteERP experienceCRM experienceProcess ImprovementAnalytical skillsDigitalization knowledgeCustomer engagementCommunication skillsTeamwork skillsMotivational skills

Required

Highly proficient in Microsoft Office Suite

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

Preferred

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

Experience with ERP and CRM (Salesforce preferred)

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.