At Trane Technologies® we Challenge Possible. Our brands – including Trane® and Thermo King® - create access to cooling and comfort in buildings and homes, transport and protect food and perishables, connect customers to elevated performance with less environmental impact, dramatically reduce energy demands and carbon emissions, and innovate with a better world in mind. We boldly challenge what’s possible for a sustainable world.
Summary:
Responsible for interacting with customers, being the face of the company to the customer and providing a world class customer experience. Provide accurate information in response to inquiries about products and services, status of orders, handle and resolve complaints promptly, professionally and with a high degree of accountability.
Education/Experience:
3 to 5 years customer service related experience required. A Bachelor’s Degree is preferred. Experience in a manufacturing or warehouse setting is a plus.
Skills and 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, SAP or other data base software. Ability to type 45+ wpm is important.
Major Job Duties and Responsibilities:
Strategically solve various customer issues in a timely and efficiently manner. Constant follow up with customers, respond to inquiries with full details and support. Collaborate with other departments to ensure customers are fully supported and are kept aware of progress until problem is fully resolved. Identify and implement process improvements.
Additional Job Details:
- Primary focus will be to manage and troubleshoot order inquiries for Truck, APU, Trailer and Bus product lines. Secondary function will be to learn products and support direct account customers. Third, create, maintain, and communicate Standard Work.
- Respond promptly and courteously to all inquiries and answer basic and complex questions regarding billing, parts and substitutes, ordering processes and policies. Coordinate with Production Plants and Logistics Team for shipment delivery dates.
- Communicate frequently with customers, dealers, and field reps on a broad array of policy and technical questions. Build relationships with key Customers, Dealers and Field Personnel. Communicate effectively in a cross functional team environment, ability to influence and collaborate with departments outside of the Customer Service Team.
- A motivated self-starter, with the ability to recognize potential issues and own the solution. Ensure tasks are completed within department expectations. (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.
We offer competitive compensation and comprehensive benefits and programs that help our employees thrive in both their professional and personal lives. We are proud of our winning culture which is inclusive and respectful at its core. We share passion for serving customers, caring for others, and boldly challenging what’s possible for a sustainable world.
We are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
