Customer Service Liaison

7 days ago


Schaumburg, Illinois, United States Rittal LLC Full time
Job Description
Rittal North America LLC is a leading provider of industrial and IT enclosures, racks, and accessories. We are seeking a highly skilled Customer Service Liaison to join our team.

As a Customer Service Liaison, you will act as a resource to customers, coordinating with internal departments to resolve issues and following through with the client until completion. You will use discretion and decision-making authority as needed to resolve customer issues. Your key responsibilities will include:
  • Providing expert recommendations on replacement products or services based on customer requirements.
  • Offering alternative product options for discontinued products.
  • Processing and managing requests to change or cancel customer orders.
  • Coordinating orders and ensuring timely delivery.
  • Providing basic to intermediate technical support to customers.
  • Managing large volumes of calls, emails, and direct messages daily.
  • BUILDING STRONG RELATIONSHIPS THROUGH OPEN AND INTERACTIVE COMMUNICATION.
  • Ensuring accurate, valid, and complete information by using the right methods and tools.
  • Meeting individual and team goals consistently.
  • Maintaining records of customer interactions and ensuring proactive follow-ups occur.
  • Following communication procedures, guidelines, and policies.
  • Going above and beyond to engage customers.
  • Utilizing telephones to reach out to customers and verify account information.
  • Accurately coding all calls.
  • Providing information on warranties, terms of sale, and shipping details.
  • Coordinating customer issues as the liaison with Rittal internal teams.
  • Identifying and assessing customer needs to achieve satisfaction.
  • Proactively communicating with sales teams and distributors about customer concerns or issues.
  • Utilizing computer technology to manage daily tasks.
  • Collaborating with the customer service manager to ensure proper customer service delivery.
  • Thinking outside the box to resolve customer issues and create solutions.
  • FOLLOWING THE TANGRO PROCESS ACCURATELY.
  • Distinguishing between Service and Technical Support issues and assisting customers in getting directed to the correct department.
  • Basic product knowledge and Microsoft skills required.
  • Providing tracking information for USA shipments and Germany shipments.
  • Generating airfreight quotes following proper procedures.
  • Expediting parts assembled in modification centers.
  • Using carrier websites to provide accurate parcel/freight quotes.
  • Creating quotations for customers using SAP accurately.
  • Managing customer accounts, adding users, and companies using the Rittal Resource Center.


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