Lead Customer Service Account Specialist

Date Posted:

2022-12-20-08:00

Country:

United States of America

Location:

CADMN: FS Kidde Detector 6901 West 110th Street, Minneapolis, MN, 55438 USA

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

Det-Tronics is searching for a Lead Customer Service Account Specialist. This role will be responsible for providing leadership and direction to the global customer service team under the guidance of the Global Customer Service Manager to exceed customer expectations and company targets, process and procedure improvements and improve the efficiency and effectiveness of the global team. This role includes responsibility to accurately manage the commercial side of domestic and international orders, both standard products as well as highly customized projects. This requires a clear understanding of the customer requirements, structure of the order as well as all commercial needs for prompt shipment or export. This position works directly with customers and the sales team on order issues and is responsible for problem analysis, communication and resolution.

Key Responsibilities

Leadership

• To manage all sales order processing, from receipt of order through to invoicing and reporting of the results.
• Provide support and direction to the global customer service team as needed while the Customer Service Manager is unavailable
• Provide support as required to Sales Support / Inside Sales
• Identify and priorities service, process and procedure improvements
• Ensure sales and orders mail boxes are maintained.

• Other duties and projects as specified.

Order management and prioritization

• Maintain a comprehensive understanding of all pending and open orders within the assigned territory
• Align and prioritize material availability with customer request promptly and clearly communicating any deviations and resolution
• Coordinate with Production scheduler to prioritize, move or delay pending orders to customer need without disrupting order flow
• Communicate with customers to arrange and pull in orders that can be shipped earlier than originally promised

Customer interface

• Communicate regularly and professionally with all customers
• Build rapport and relationships with primary customer contacts
• Coordinate with Project Mangers to maintain timely execution of custom orders
• Create a sense of team with assigned Regional Sales Managers
• Use available reports to understand and grow sales within the region

Process focus

• Review order status and ensure consistency and alignment to customer need
• Review and maintain all customer specific account data and ensure alignment in all business systems with agreements and approved customer requests.
• Monitor and ensure that orders are entered on time and accurately.
• Identify product issues, understand resolution timing and communicate the business message to customers
• Create documented standard work instructions for each customer account
• Perform other duties as assigned

Basic Qualifications

• Bachelor's Degree
• 3+ years of customer service experience
• 1+ years of experience supporting account managers, sales managers and/or sales reps
• 1+ years of experience in a leadership role
• 1+ years of experience working in a global role

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Strong computer skills, communication, organizational and interpersonal skills and the ability to operate calmly and successfully in a fast-paced environment are essential.
• In order to be successful in this role, candidate must have the ability to work towards a vision using solid judgment and strong multitasking skills discerning the important from the urgent and an empowerment mindset.
• This person must exhibit a strong voice and have the ability to stay focused in a chaotic environment as well as having strict and consistent process adherence.
• Candidate must have excellent written and verbal skills, and an open attitude for continuous improvement.
• Ability to perform under stress and meet expectations, to work cooperatively and respectfully with others, to work (when necessary) overtime and occasional weekends and the ability to take and follow process is essential.

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RSRCAR

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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