Senior Manager, Customer Care - nVent HOFFMAN

nVent Enclosure Systems LLC; Anoka (MN); Hybrid; USD 124,000 - 230,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) retirement plan with company 1:

Paid time off including volunteer time

Well-being program

Job summary

nVent Enclosure Systems LLC is seeking a Senior Manager, Customer Care to lead a large, geographically dispersed team across the U.S., Canada, Mexico, and Latin America. You will shape priorities for customer care, quotes, claims, and regional support while partnering with Operations and Sales to improve delivery reliability and customer satisfaction.

The role requires strategic thinking, strong leadership, and experience in a complex manufacturing-like environment.

Qualifications

• Ideally 10+ years of progressive experience in customer care, customer operations, sales support, order management, or a related function.
• Experience leading sizable customer care teams across multiple locations or regions; experience leading through managers, supervisors, or other people leaders is preferred.
• Customer care experience in manufacturing, distribution, transportation, logistics, or a similarly complex environment involving order fulfillment, warehousing, and supply-chain dependencies.
• Experience working directly with customers in at least one international market, including familiarity with logistics, import/export, and related service considerations.
• Knowledge of the order-to-cash process and experience improving order management, quoting, pricing support, claims, returns, customer issue resolution, service levels, or delivery performance.
• Ability to interpret customer and operational performance data, identify meaningful trends, and translate findings into clear priorities and actions.
• Experience advancing process and digital improvements involving CRM, transactional systems, analytics, automation, AI, or related customer-service technology.
• Ability to travel domestically and internationally approximately once per quarter.

Responsibilities

• Lead, mentor, and develop Customer Care managers and their teams across the U.S., Canada, Mexico, and Latin America.
• Set priorities and guide performance across customer care, non-standard product quoting, claims and returns, global and key accounts, and regional customer-support teams.
• Partner with and influence Operations, Supply Chain, Sales, and other business leaders to align priorities and improve delivery reliability, order accuracy, responsiveness, and issue resolution.
• Develop customer service strategies that respond to evolving customer needs and strengthen the overall customer experience.
• Use customer feedback and service metrics to set priorities, balance workloads, and improve service, productivity, capacity, and cost performance.
• Strengthen the operating model through consistent processes, clear accountability, capacity planning, business continuity, and coordination across teams and locations.
• Initiate process and technology improvements, define Customer Care requirements, and partner on the development and adoption of CRM, AI, automation, and digital solutions.
• Build leadership capability and succession pipelines while strengthening accountability and continuous improvement.

Skills

10+ years in customer care/ops/sales

multi-site leadership

order-to-cash knowledge

international client management

data interpretation

CRM/AI/automation tech

travel willingness

Tools

CRM systems

AI & automation tools

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.

nVent is growing across dynamic markets where reliable infrastructure and electrical protection are increasingly important. As the Senior Manager, Customer Care for the nVent HOFFMAN business, you'll lead a large, geographically dispersed organization, develop its leaders, strengthen connections between customers and operations, and influence both service performance and how Customer Care evolves to support this globally respected brand.

** This is a full-time, direct-hire position with a hybrid work schedule of 4 days/week on-site in Anoka, MN. **

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

• Lead, mentor, and develop Customer Care managers and their teams across the U.S., Canada, Mexico, and Latin America.
• Set priorities and guide performance across customer care, non-standard product quoting, claims and returns, global and key accounts, and regional customer-support teams.
• Partner with and influence Operations, Supply Chain, Sales, and other business leaders to align priorities and improve delivery reliability, order accuracy, responsiveness, and issue resolution.
• Develop customer service strategies that respond to evolving customer needs and strengthen the overall customer experience.
• Use customer feedback and service metrics to set priorities, balance workloads, and improve service, productivity, capacity, and cost performance.
• Strengthen the operating model through consistent processes, clear accountability, capacity planning, business continuity, and coordination across teams and locations.
• Initiate process and technology improvements, define Customer Care requirements, and partner on the development and adoption of CRM, AI, automation, and digital solutions.
• Build leadership capability and succession pipelines while strengthening accountability and continuous improvement.

YOU HAVE:

• Ideally 10+ years of progressive experience in customer care, customer operations, sales support, order management, or a related function.
• Experience leading sizable customer care teams across multiple locations or regions; experience leading through managers, supervisors, or other people leaders is preferred.
• Customer care experience in manufacturing, distribution, transportation, logistics, or a similarly complex environment involving order fulfillment, warehousing, and supply-chain dependencies.
• Experience working directly with customers in at least one international market, including familiarity with logistics, import/export, and related service considerations.
• Knowledge of the order-to-cash process and experience improving order management, quoting, pricing support, claims, returns, customer issue resolution, service levels, or delivery performance.
• Ability to interpret customer and operational performance data, identify meaningful trends, and translate findings into clear priorities and actions.
• Experience advancing process and digital improvements involving CRM, transactional systems, analytics, automation, AI, or related customer-service technology.
• Ability to travel domestically and internationally approximately once per quarter.

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
• 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.

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: $123,500.00 - $229,500.00

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 eligible 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 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.

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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