Customer Service Director

ILL GET TO:**

• 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.

YOU HAVE:

• 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 ;

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

  • 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. 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

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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