Customer Service Team Lead

nVent; New Berlin (WI); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) with match

Tuition reimbursement

Paid time off

Well-being program

Life insurance

Job summary

nVent in Wisconsin is seeking a Customer Service professional to act as the primary contact for partner concerns, manage onboarding and training for CSRs, and collaborate with sales, marketing, and operations to ensure on-time deliveries.

You will handle distributor orders across channels, monitor shipments, and deliver professional support while meeting team benchmarks.

Qualifications

• 3+ years of customer service experience, preferably in a manufacturing environment.
• Experience with ERP systems and/or order management software.
• Proven ability to handle customer concerns professionally and empathetically.
• Strong attention to detail and excellent verbal and written communication; cross-functional collaboration.
• Ability to prioritize in a fast-paced environment.

Responsibilities

• Serve as the primary contact for partner concerns related to customer issues, including expedites, freight inquiries, pricing questions, and order concerns.
• Lead onboarding and ongoing training for Customer Service Representatives (CSRs).
• Help develop, maintain, and train teams on standardized work processes and procedures.
• Partner with the Customer Care Manager to improve customer service processes, ERP systems, and order management workflows.
• Act as backup to the Sales Support Supervisor when needed.
• Process distributor orders received through multiple channels, including email, phone, ERP System.
• Work cross-functionally with sales, marketing, production, and shipping teams to resolve customer and delivery-related issues.
• Monitor order status and shipment schedules to ensure on-time delivery and customer satisfaction.
• Deliver responsive, professional customer support while meeting team benchmark goals.

Skills

Customer service

ERP systems

Communication

Cross-functional

Prioritization

Tools

ERP systems

Order management software

Job 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

Serve as the primary contact for partner concerns related to customer issues, including expedites, freight inquiries, pricing questions, and order concerns. Lead onboarding and ongoing training for Customer Service Representatives (CSRs) as well as help develop, maintain, and train teams on standardized work processes and procedures. Partner with the Customer Care Manager to improve customer service processes, ERP systems, and order management workflows. Act as backup to the Sales Support Supervisor when needed. Process distributor orders received through multiple channels, including email, phone, ERP System. Work cross-functionally with sales, marketing, production, and shipping teams to resolve customer and delivery-related issues. Monitor order status and shipment schedules to ensure on-time delivery and customer satisfaction. Deliver responsive, professional customer support while meeting team benchmark goals.

YOU HAVE

• 3+ years of customer service experience, preferably in a manufacturing environment.
• Experience with ERP systems and/or order management software.
• Proven track record to handle customer concerns professionally and empathetically.
• Strong attention to detail as well as strong verbal and written communication skills with the ability to work across functions.
• Ability to prioritize in a fast-paced environment.

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

• 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

• 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 may include tuition reimbursement, caregiver, personal and parental leave, back-up care services, paid time off including volunteer time, a well-being program, and/or legal & identity theft protection

Inclusion and diversity means that we celebrate and encourage each other’s authenticity because we understand that uniqueness sparks growth. #LI-CS1 #LI-HYBRID At nVent, we are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.