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Customer Account Specialist II

At Ingersoll Rand we arepassionate about inspiring progress around the world. We advance thequality of life by creating comfortable, sustainable and efficientenvironments. Our people and our family of brands?including Club Car?, IngersollRand?, Thermo King?, Trane?, AmericanStandard? Heating & Air Conditioning and ARO? - worktogether to enhance the quality and comfort of air in homes and buildings;transport and protect food and perishables; and increase industrialproductivity and efficiency. We are a global business committed to a world ofsustainable progress and enduring results. For more information, visit www.ingersollrand.com.
Ingersoll Rand is a diverse and inclusive environment. We are an equalopportunity employer, dedicated to hiring a diverse workforce; includingindividuals with disabilities and United States qualified protected veterans.
Job Summary:
The CustomerAccount Specialist will manage the customer experience in EMEIA byhandling and supporting all operational transactions for IndustrialTechnologies businesses. They will coordinate the order flow activities acrossdepartments and geographical locations in order to ensure we meet ourcommitments to the customer.
Responsibilities:
Provide high level of account management tocustomers.
Manage customer orders from placement toinvoicing through multiple channels, including phone, fax, EDI, E-Mail, andwebsites to ensure 100% customer satisfaction.
Work with demand management to satisfy customersrequired delivery dates.
Manage customer expectations by clearlycommunicating our commitments (i.e. delivery dates or problem resolution), andkeeping customers informed of status of orders, issues, etc.
Provide customer support for pre orderactivities (pricing, availability, and quoting, technical specifications).
Process customer orders (promise dates, orderentry, collaboration with supply chain and operations).
Ensure customer satisfaction by routinelycommunicating order status details to customers.
Manage Sales Order book / backlog in relation todating / holds / quotes and P.O. errors.
Ensure that all requested support is provided tomeet monthly revenue target.
Process claims and product returns in line withthe Business Unit policies within the service level objectives and initiatecorrective actions.
Provide high quality service through efficientuse of all Oracle functionalities related to order fulfillment and relative tocustomer activity.
Coordinate cancellation requests withsupplier/customer in order to avoid any discrepancy / excess in inventory.
Coordinate and align the communicationthroughout Ingersoll Rand and with the customer.
Provide support and training to distributors onorder entry application.
Identify improvements by using Lean Six Sigmamethodology.
Liaise with factories or suppliers to improvedelivery dates.
Obtain customer specific requirements fordeveloping and maintaining the master customer records. (messages, partnumbers, customer specs., equipment needs)
Respond to and/or refer product and technicalquestions to appropriate channel.
Share information with marketing and sales oncustomers and market conditions.
Qualifications:
Associate's Degree in Business, Marketing,Supply Chain or Finance. Bachelor's Degree preferred.
3 years' experience in service / customer facingrole.
Proficient in MS Office applications andexperience on with ERP.
Strong experience in a customer facingrole / previous exposure to the Service Industry preferred.
Previous experience conducting training is anadvantage.
Understanding of operations and the supplydemand flow is beneficial.
Key Competencies:
Customer Focus: Dedicated to meeting theexpectations and requirements of internal and external customers. Getsfirst-hand customer information and uses it for improvements in products andservices. Acts with customers in mind. Establishes and maintains effectiverelationships with customers. Gains the trust and respect of customers
Problem Solving: Demonstrates the abilityto identify the most important elements that influence aproblem and the ability to work througha seriesof operations todetermine a logical solution.
Communication: Clearly conveying information andideas through a variety of media to individuals or groups in a manner thatengages the audience and helps them understand and retain themessage. Practices attentive and active listening.
Attention to Detail: Thorough and precisein approach. Is accurate in work tasks. Finds and corrects errors.
Self-motivated and assertive individual
Travel Requirements: 0% - 5%
We are committed tohelping you reach your professional, personal and financial goals. We offercompetitive compensation that aligns with our business strategies andcomprehensive benefits to help you live your healthiest. We are committed tobuilding an inclusive and diverse culture that engages as well as values thedifferent backgrounds and experiences of our employee, which, in turn, spursinnovation, generates creative solutions and enhances our customer relations.
If you share our passionfor inspiring progress?for bringing about bold shifts in how people, economiesand societies operate?then you belong with Ingersoll Rand. Progress begins withyou.
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