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Client Support Specialist

2 months ago

Schaumburg, Illinois, United States Rittal LLC Full time
Job Overview

Client Support Specialist

Rittal North America is renowned for its innovative solutions and commitment to engineering excellence. We specialize in designing and manufacturing premier industrial and IT enclosures, racks, and accessories, including advanced power management and climate control systems for various applications.

As a Client Support Specialist, you will serve as a vital resource for our clients. You will collaborate with various internal teams to address and resolve customer inquiries, ensuring follow-through until issues are fully resolved. Your decision-making skills will be essential in effectively managing customer concerns.

Your contributions will include:

  • Advising on replacement products or services tailored to customer needs
  • Offering alternative solutions for discontinued items
  • Processing and overseeing requests for order modifications or cancellations
  • Proactively reviewing orders eligible for early shipment
  • Coordinating and managing orders efficiently
  • Providing basic to intermediate technical assistance
  • Handling a high volume of calls, emails, and chats daily
  • Building lasting relationships through open and effective communication
  • Delivering accurate and comprehensive information using appropriate tools
  • Consistently meeting individual and team performance goals
  • Collecting new customer account details for account setup
  • Maintaining records of customer interactions and ensuring timely follow-ups
  • Adhering to communication protocols and policies
  • Going above and beyond to engage with customers
  • Utilizing phone communication to verify customer account details
  • Welcoming customers warmly and identifying their needs
  • Assisting with online account setups and troubleshooting
  • Driving timely performance based on customer requirements
  • Managing open order reports and coordinating shipping as needed
  • Overseeing customer inventory levels based on forecasts and sales data
  • Responding to inquiries regarding warranties, sales terms, and shipping details
  • Acting as a liaison to resolve customer issues with internal teams
  • Identifying and assessing customer needs to ensure satisfaction
  • Communicating proactively with sales teams regarding customer concerns
  • Informing customers about promotions and policy changes
  • Leveraging technology to manage daily responsibilities
  • Collaborating with the customer service manager to enhance service delivery
  • Employing creative problem-solving to address customer challenges

We seek candidates who possess:

  • Exceptional verbal and written communication skills
  • Strong analytical and problem-solving abilities
  • The capacity to handle stressful situations professionally
  • A keen ability to listen and follow instructions
  • Understanding of office etiquette and corporate culture
  • Commitment to accuracy and meeting deadlines
  • Attention to detail and the ability to prioritize tasks
  • Ability to work collaboratively and independently
  • Proactive approach to identifying and resolving issues
  • Professional demeanor and courteous behavior
  • Dependability and punctuality
  • Capability to meet call metrics
  • Initiative in recognizing potential problems and educating others
  • Willingness to adjust work hours as needed
  • A friendly and cooperative attitude
  • Ability to discern critical situations
  • Engagement in training for product knowledge and customer relations
  • Participation in trade shows and customer interactions
  • Flexibility to take on additional responsibilities as assigned

What we offer is a chance to join a team dedicated to enhancing the efficiency and effectiveness of our global operations. Our aim is to foster a safe work environment that instills trust in our customers regarding the quality of our products. We take pride in being part of a rapidly growing international company.

Rittal North America, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by law.

Rittal North America LLC is committed to being an affirmative action/equal opportunity employer. EOE, including Disability/Vets.