Post Sales Rep Team Lead

nVent; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading provider of electrical solutions is seeking a Customer Claims Specialist. This role involves managing customer claims, leading training efforts, and collaborating across teams for process improvements. Ideal candidates will have experience in customer service, strong communication skills, and a background in claims management. Join us to impact customer satisfaction and streamline our claims processes.

Benefits

Medical, dental, and vision plans

401(k) retirement plan with company match

Tuition reimbursement

Paid time off including volunteer time

Well-being program

Qualifications

• 2-3 years of experience in a customer service or credit role.
• Experience leading a team and influencing without authority.
• Strong written and verbal communication skills.

Responsibilities

• Act as the central point of contact for customer claims.
• Assist in research and resolution for claims.
• Lead training for new hires.

Skills

Communication

Team Leadership

Attention to Detail

Education

Associate's degree or equivalent work experience

Tools

SalesForce Service Cloud

Microsoft Office

ERP systems

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 IN THIS POSITION:

• Act as the central point of contact for handling raised issues, such as approvals for claims based on DOA.
• Assist in research and resolution for claims with cross functional teams.
• Be the Lead Trainer for new hires & continuous training for development of Product Services team.
• Assess Claims processes to identify inefficiencies, bottlenecks, or areas for improvement. Evaluate and partner with Digital team on new digital technologies or digital tools that can improve efficiency, automate processes, and enhance the overall customer experience.
• Partner with Customer Care Manager on needed system enhancements in current ERP system and claim management process.
• Partner with Customer Care Manager in standard work templates/revisions to standardize processes and train team members on revisions.
• Partner with Customer Care Manager in creation of Key Performance Indicator (KPI) reporting related to claim management.
• Act as ambassador for SalesForce Service Cloud email case enhancements along with providing training and support to team members on such enhancements.
• Review, evaluate, research and take action (issue return authorization or issue credit memo) on customer claims based on product circumstances, specifications of original order, order errors etc.
• Coordinate claims processing with Customer Service, Finance, Traffic & Quality departments to ensure all aspects of claims are thoroughly reviewed prior to making a decision on settling customer claims and ensuring timely delivery to customers.
• Issue Return Authorization where supported based on semi-annual return policy and schedule.
• Identify key components to assist customers in part replacements.
• Ensure all customer requests are responded to in a timely and professional manner.
• Maintain high level of performance by meeting team KPI goals.

YOU HAVE:

• Associate’s degree preferred, or equivalent work experience.
• 2-3 years of customer service, post sales role, or credit role.
• Ideally, experience leading a team, influencing without authority, and an interest in leadership.
• Experience with Microsoft Office and ideally, SalesForce Service Cloud.
• Experience with ERP’s and order management software.
• Experience managing customer relationships and addressing customer concerns via phone and email.
• Ability to apply strong written and verbal communication skills, with the ability to collaborate with people at all levels within the organization and outside the organization.
• Skills in attention to detail and accuracy.
• A background in addressing dissatisfied customers and a confirmed ability to demonstrate empathy and compassion for the customer’s situation.
• Ability to handle multiple tasks/projects and work in a fast-paced team environment in a self-directed manner.

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

Pay Transparency

nVent’s pay scale is based on the expected range of base pay for this job and the employee’s work location. Employee pay within this range will be based on a combination of factors including knowledge, skills, abilities, experience, education, and performance. Where federal, state, or local minimum wage requirements exist, employee pay will comply.

Compensation Range:

$26.10 - $48.50 Per Hour

Depending on the position offered, employee may be eligible for other forms of compensation, such as annual incentives.

Benefit Overview

At nVent, we value our people and their health and well-being. We provide a broad benefits package with meaningful programs for 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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