Customer Care Manager

We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

• 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.

YOU HAVE:

• Bachelor’s Degree preferred.
• 5+ years of customer 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.

WE HAVE:

• A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day

  • nVent is a leading global provider of electrical connection and protection solutions. We believe our inventive electrical solutions enable safer systems and ensure a more secure world. We design, manufacture, market, install and service high performance products and solutions that connect and protect some of the world's most sensitive equipment, buildings and critical processes. We offer a comprehensive range of systems protection and electrical connections solutions across industry-leading brands that are recognized globally for quality, reliability and innovation.

  • Our principal office is in London and our management office in the United States is in Minneapolis. Our robust portfolio of leading electrical product brands dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, SCHROFF and TRACHTE. Learn more at www.nvent.com .

• Commitment to strengthen communities where our employees live and work

  • We encourage and support the philanthropic activities of our employees worldwide

  • Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money

• Core values that shape our culture and drive us to deliver the best for our employees and our customers. We’re known for being:

  • Innovative & adaptable

  • Dedicated to absolute integrity

  • Focused on the customer first

  • Respectful and team oriented

  • Optimistic and energizing

  • Accountable for performance

• Benefits to support the lives of our employees

Benefit Overview

At nVent, we value our people and their health and well-being. We provide a broad benefits package with meaningful programs for eligible full-time employees that includes:

• 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.

At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other’s authenticity because we understand that uniqueness sparks growth.

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