- 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.
- 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;
- 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
- At nVent, we connect and protect a more sustainable and electrified world with inventive electrical solutions. We're a nearly $3 billion high-performance electrical company with a dedicated team of 10,000+ people at more than 130 sites around the world. Our solutions deliver value to industrial, commercial, residential, energy and infrastructure customers, providing mission critical solutions that improve performance, lower costs and reduce downtime.
- We design, manufacture, market, install and service high-performance products and solutions that connect and protect mission critical equipment, buildings and essential processes. Our robust portfolio of leading electrical product brands dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, RAYCHEM, SCHROFF and TRACER.
- 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
- 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
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Customer Service Director - San Diego, United States - nVent Electric Inc.
Description
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:
YOU HAVE:
WE HAVE:
We're known for being:
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