Customer Service Rep Sr

Description - External

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:

This role is critical in driving a great customer experience through the established account management teams. The position will act as a single source of contact for the customer. This level of contact will drive a high level of customer engagement and ensure customer satisfaction from initial product inquiry through the post delivery of the product. This will include the handling of all operational transactions and the coordination of order flow activities to ensure we meet our commitments to the customer. The role will directly engage with customers and facilitate growth by eliminating barriers to the order flow process. The position will utilize the MDI process and appropriate problem solving techniques to drive performance improvements across the organization.

Responsibilities:

• Provide customer support for pre order activities (pricing, availability, proposal, quoting, technical specifications, non-standards, parts identification and custom solutions).
• Facilitates and follows up any sales inquiries. Prepares quotations, pro-formas and bids for sales such as state contracts, strategic accounts, National Accounts, direct customers, GSA and NAF government sales, etc. as required
• Process customer orders (promise dates, order entry, collaboration with plant support teams (materials, shipping/receiving, finance, etc.).
• Completes proper information/documents for the production team to ensure the process flows smoothly from start to finish.
• Manage customer orders from placement to invoicing through multiple channels, including phone, fax, EDI, E-Mail, and websites to ensure 100% customer satisfaction.
• Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, backorders, supersession's, etc.
• Provide high quality service through efficient use of all Oracle/Kodiak Operating Systems functionalities related to order fulfillment and relative to customer activity.
• Coordinate with the transportation team within provider to maximize efficiency of deliveries from a cost and delivery performance perspective.
• Process customer return authorizations (CRA's) and product returns (RMA's) in line with policies.
• Responsible for driving customer satisfaction with assigned portfolio of customers (both parts and commercial teams).
• Respond to and/or refer product and technical questions to appropriate channel.
• Drive pricing and order processing consistency within the channels.
• Drive continuous improvement activities, look for ways to lean out processes within the current work.
• Any other production or customer support activities that may be required as needed.

Qualifications:

• Associate's Degree in Business, Marketing, Supply Chain or Finance. Bachelor's Degree preferred.
• 5-7 years of experience in a customer service, inside and/or outside sales preferably in a make to order manufacturing/industrial environment.
• Experience with aftermarket products is a plus, but not a requirement.

Key Competencies:

• Demonstrated ability to build strategic relationships within various levels of customer's organization.
• Must have excellent verbal and written communication skills.
• Must be able to work in an agile environment

Ability to get along with others and work with cross functional teams is required.

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.