What are the responsibilities and job description for the Customer Specialist position at OneTen?
At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.
Job Summary：
As a Customer Specialist, you will be working in an office setting or remotely to identify the customers’ needs and help to provide timely solutions regarding parts, equipment and supplies. You will be responsible for processing customer orders and responding to their inquiries, questions or concerns to ensure customer satisfaction and future sales. This role will also involve development of accounts. Successful Customer Specialists have a solid understanding of product offerings, achieve sales goals and take responsibility for the order management processes. In this role you will build lasting relationships with customers.
Responsibilities:
Customer Engagement
- Engages with customer via incoming telephone calls, emails, and/or text messages. Handles multiple customers and customer requests simultaneously while maintaining a friendly and professional demeanor within established service levels.
- Actively listens and asks relevant questions to understand customer needs to grow sales by identifying related products or add-on solutions, making customers aware of product promotions, and adding lines to parts orders.
- Understand products in order to assist customers in getting the best possible solutions.
Order Management
- Follows up promptly on all customer requests for information, quotes, alternative parts and delivery dates. Proactively communicates with customers about any expected delays or issues with their order.
- Understand and execute processes and standard work & identify new opportunities for process improvements.
- Meets or exceeds sales plans by maintaining current knowledge of all portfolio offerings to provide value propositions to the customer and drive sales.
- Utilize sales tools effectively (CRM, Point of Sale programs) to plan and document progress as well as increase business opportunity within accounts
- Executes order management processes with a high level of accuracy to ensure customer satisfaction
- Follows company pricing and credit guidelines within role level of authority
Customer Relationship Management / Demand Generation
- Develops assigned accounts within their geography.
- Increases sales to assigned accounts and follows up on quotes to help build business pipeline.
- Develop long term relationships and build partnerships with the customer
- Identifies customer problems and/or needs, and creates a dynamic action plan designed to meet them.
- Collaborate with and support internal business partners and account managers.
- Uncovers and communicates sales lead information to outside sales staff and management.
Winning Culture/Guiding Principals
- Trane Supply is strongly interested in hiring suitable candidates that exhibits work behaviors & values that are conducive to our Guiding Principals which help build and maintain a strong and effective company culture. These Guiding Principals include:
- Serve With Empathy: Maintain a positive attitude, communicate fully, clearly, and transparently
- Own The Moment: Act with urgency and composure, exhibit 100% accountability for solving problems
- Grow Continuously: Invest in the development of yourself and others, share learnings, challenge the status quo
- Win Together: Lead by example and with humility, act as one team, and communicate direct with respect.
- Encourage Fun: Smile! Recognize and celebrate success, be creative.
Qualifications:
We are looking for a customer oriented person with a High school diploma or GED required plus minimum of 2 years of inside sales, retail or related experience. HVAC sales or related HVAC experience is beneficial. A mechanical aptitude and background will be helpful in this role. Proven experience in building customer relationships.
Key Competencies:
- Excellent customer service focus, verbal and written communication skills, professional phone etiquette
- Passionate about reaching out directly to customers and building positive, successful relationships.
- Ability, initiative & resourcefulness in providing innovative solutions for customer & business requirements.
- Strong problem solving, sales abilities and persuasiveness, ability to close sales and work under pressure unsupervised.
- Ability to multitask, prioritize, and manage time effectively
- Strong work ethic and positive team attitude
- Previous experience in sales related training programs is an asset
- High level of confidence in working with computers and computer software eg. MS Office, Point of Sales System
This document does not capture all aspects and duties of the role. Other duties may be assigned as required.
Salary:
From $38,000 and up based on experience and will include a monthly incentive plan of 15%
Disclaimer: This base salary range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.
We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
Salary : $38,000
