Sr. Customer Service Manager Location Solon, OH : 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: The Sr. Manager of Customer Service will oversee the North American global customer experience strategy and planning, insights, and operations developing best-in-class customer experience standards in the division. This position reports to the Vice President of Commercial Operations, and works collaboratively and cross-functionally with other globally based teams including Customer Care, Commercial, Supply Chain, Marketing, Sales, Pricing, Operations, etc. IN THIS ROLE, YOU WILL GET TO: Help identify and create global programs to improve customer experience while optimizing resource allocation. Serve as the process advocate and help drive organizational alignment with cross-functional process improvements by fostering awareness, visibility, and process discipline throughout the organization. Help create and update global customer experience processes and systems roadmaps and tactical plan that prioritizes projects/initiatives and achieves cross-functional alignment to ensure execution. Anticipate and understand key challenges and opportunities globally within customer service, identify the root causes and develop plan to address with the global customer experience leadership team. Develop service and support programs to meet evolving customer needs and support new product launches. Evaluate customer service operational and technological improvement opportunities, identify solutions (e.g.Telephone systems, Knowledge/training, Customer Experience/Success, etc.), prepare business case, gain alignment from global customer care leaders, and implement solutions to enhance performance. Provide global guidance and coaching, facilitate experience sharing / exchange across the globe to enhance customer experience. YOU HAVE: Requirements: Bachelor's degree 5+ years in a Customer facing 5+ years in a leadership role 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. #LI-JT1 #LI-Hybrid #INDOTH
