Customer Experience Team Lead jobs in the United States

At Trane Technologies^TM  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：
Responsible for entire “order to cash” process for the Region. Coaching and team development skills are important requirements for this position. There will be significant interaction with the Field Sales Teams, SIOP, and Operations Via Thermo King North America’s manufacturing locations. Developing the people along with repeatable and consistent processes that provide superior customer service to our dealers and customers is a primary focus. Interacting with customers, being the face of the company to the customer, providing accurate information in response to inquiries about products and services, handling and resolving complaints promptly, professionally and with a high degree of accountability. 

Responsibilities: 

• Ensure accountability throughout the department along with maintaining goals and metrics a consistently high level. Resolve customer service or billing issues by issuing credits, and adjusting invoices. Constant follow up with customers, respond to inquiries with full details and support. Collaborate with other departments to ensure customers are fully supported.  Keeping the Dealer/Customer aware of progress until problem is fully resolved. Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Use and expand on standard work and processes to lead the customer service team to provide timely order processing, shipping documents, drop shipments, invoicing and proper investigation and response to all order management matters.
• Training and employee development that result in a highly engaged customer service team that are customer/dealer focused and deliver a superior and repeatable customer experience.
• Work across functional groups to develop and work with ad hoc cross-functional teams to problem solve and to create policies and processes that deliver continuous improvement.
• Work closely with the field commercial teams and dealers to keep abreast of order trends, forecasting, and the SIOP process. Travel to region meetings and to key dealers to gain an understanding and perspective of the customer’s experience of the order management process with the goal of making it easier for them to do business with Thermo King.
• Develop and foster a continual improvement environment. Be able to identify, prioritize, and align key stakeholders, gain buy-in, and implement improvement solutions.
• Monitor regional account orders, manage order entry and acknowledgements within same day of receipt. 
• Respond promptly and courteously to telephone inquiries and answer basic and complex questions regarding billing, parts and substitutes, ordering processes and policies. Coordinate with logistics team for export and import needs
• Be aware of areas that need assistance and proactively support customer/dealer needs. Respond the same day for most tasks (I.e. Credits, Ext warranty orders, stock unit credit requests, re-acknowledgements, manage order movements etc.)
• Be able to answer technical product questions using company resources such as Electronics Parts Catalog, Windchill, our Technical Service and Engineering Teams

Qualifications:

• Requirements for this position include a Bachelor’s degree (preferred) or 5-7 years equivalent work experience in a business to business environment.  
• The candidate should possess at least 3-5 years’ experience in a customer service/sales/manufacturing environment where customer interface skills were exceptionally evident.  
• Knowledge of products, reporting/tracking data, Salesforce and Oracle system are desired but can be acquired once in the position.

Key Competencies:

• Excellent verbal and written communication skills, attention to detail, creative thinker, proven problem solving skills and approach, able to multi-task and prioritize, collaborate and influence effectively within and between departments and have a record for process improvement.
• Ability to work independently and manage one’s time. Ability to accurately document and record customer/client information. Previous experience with computer applications, such as MS Outlook, Oracle, or data entry software. Ability to accurately type 45 wpm is important.

Base Pay Range: $70,000 - $85,000

 

Disclaimer: This base pay 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.