Customer Service Representative

Customer Service Representative I

About Rittal LLC

Rittal LLC is a global manufacturer of industrial and IT enclosures, racks, and accessories, including cooling solutions and power management systems for industrial, data center, outdoor, and hybrid applications. As the largest manufacturer of enclosures in the world, Rittal provides innovative, high-quality solutions for practically any industrial or IT infrastructure application, from single enclosures to comprehensive, mission critical systems. Products are tested and certified to the appropriate standards that apply, including UL, CSA, ATEX, NEMA, and more. Learn more at rittal.us. 

As the Customer Service Representative I, you will...

Serve as a primary resource for customers by providing timely and accurate support regarding products, orders, and services. You will collaborate with internal departments to resolve customer issues, manage order-related inquiries, and deliver a positive customer experience. This role requires strong communication skills, attention to detail, proactive problem-solving, and the ability to effectively utilize company systems and tools to support customers and business objectives.

Why Work at Rittal & Eplan LLC

Great Place To Work® Certified, Rittal & Eplan LLC offers workplace culture, employee experiences, and collaborative innovation that encompass a thriving environment.

• Compensation: Competitive salary - starting at $19.98/hour
• Above average benefits available on the 1st of the month after you start
• 401(k) Match
• Health & Wellness Benefits: Paid Volunteer Time, Fitness Reimbursement, Pet Insurance, Tuition Reimbursement, Employee Assistance Program (EAP)
• Career development and product training opportunities
• Collaborative team environment with opportunities for growth

Key Responsibilities

• Recommend replacement products or services based on customer requirements.
• Provide alternative product options for discontinued or out-of-stock products.
• Manage open orders proactively using RLGL to resolve blocked orders.
• Accurately process cancellation requests for standard products.
• Maintain and apply basic technical knowledge of Rittal products.
• Communicate proactively with sales teams and distributors regarding customer concerns and issues.
• Provide accurate and complete information using freight carrier websites, the Rittal Resource Center, and Rittal Germany stock and order information systems.
• Document customer interactions and ensure timely follow-up actions are completed.
• Accurately code customer calls using appropriate wrap-up codes.
• Assess customer needs and deliver solutions that drive customer satisfaction.
• Escalate issues appropriately to Customer Service Level III representatives or supervisors when necessary.
• Follow Tangro processes accurately and consistently.
• Route customer requests to the appropriate department when required.
• Provide shipment tracking information for customer orders.
• Create customer quotations in SAP, including pricing and availability details.
• Follow established communication procedures, guidelines, and policies.
• Successfully complete basic hands-on industrial training.
• Participate in ongoing training to strengthen product knowledge and customer relationship skills.
• Support additional duties, responsibilities, and projects as assigned.

Qualifications

Education

• High school diploma or equivalent required.
• Associate degree or additional business, customer service, or technical training preferred.

Experience

• Previous customer service, order management, administrative support, or related business experience preferred.
• Experience working with ERP systems such as SAP is preferred.
• Experience in a manufacturing or industrial environment is a plus.

Skills

• Excellent verbal and written communication skills.
• Strong listening, analytical, and problem-solving abilities.
• Ability to follow directions and adhere to established procedures.
• Professional office etiquette and customer-focused mindset.
• Strong alignment with corporate values and culture.
• Ability to meet deadlines with a high degree of accuracy.
• Detail-oriented with strong organizational and multitasking skills.
• Ability to work independently and collaboratively within a team environment.
• Demonstrated proactive problem-solving and critical thinking skills.
• Courteous, professional, and dependable work ethic.
• Ability to meet established call center performance metrics.
• Initiative to identify potential issues and educate customers to prevent future concerns.
• Flexibility to work additional hours when business needs require.
• Friendly, cooperative, and service-oriented attitude.
• Ability to recognize and respond appropriately to important situations.
• Strong computer skills and proficiency with business systems and customer service tools.

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If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may contact the company’s Human Resources Department at (937) 399-0500.

This option is reserved for individuals who require accommodation due to a disability.

Rittal LLC and Eplan are proud to be an affirmative action/equal opportunity employer. EEO, including Disability/Vets.