What are the responsibilities and job description for the Customer Service Representative position at Career and Referral?
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：
Job 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.
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.
- 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.
- 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.
- 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.
Base Pay Range: $60,000 - $80,000
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.
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