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:
In this position in our Electrical and Fastening Solutions segment, you are responsible for leading and overseeing all aspects of customer service and inside sales support. You will drive exceptional customer experience and support, ultimately influencing customer satisfaction and brand loyalty. This role will engage and collaborate with our sales, integrated supply chain (ISC), and product management leaders to develop and implement strategies that improve customer support processes, enhance service quality, and maintain a customer-centric culture within the organization.
IN THIS ROLE, YOU WILL GET TO:
Provide leadership to a team of customer service managers, supervisors, and representatives.
Provide guidance, training, and performance feedback to ensure the team meets or exceeds customer service targets.
Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth.
Execute a customer service strategy aligned with the assigned objectives.
Identify opportunities to enhance customer interactions and implement best practices to improve overall customer satisfaction.
Monitor customer feedback to identify trends and areas for improvement.
Implement initiatives to address customer inquiries and feedback effectively.
Analyze key performance indicators (KPIs) to identify trends, areas for improvement, and operational efficiencies
Implement ongoing coaching and performance improvement programs to enhance the team's capabilities.
YOU HAVE:
12+ years of experience leading and building successful customer support teams
Strong people management experience and enthusiasm for facilitating a culture of inclusion, learning, and development
High energy, friendly and engaging; with excellent persuasion skills.
Track record of successful improvements, designing processes, establishing metrics, and leading a team of 10-30 agents and lead agents
Ability to think critically, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems;
WE HAVE:
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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