Customer Account Specialist II

Ingersoll Rand is 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 age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Summary:

This role is critical in driving a positive customer experience within assigned customer accounts. The Customer Account Specialist (CAS) is the primary point of contact for customer support and inquiries with claims, delivering a high level of customer service in regards to returns, disputes, debits and applicable returns/refunds. The CAS handles operational transactions and the coordination of order flow activities to ensure we meet our customer commitments. This role is a key collaborator/influencer and directly engages with customers, both internal and external.

Responsibilities:

• Provides internal and external customer response to questions or raised concerns in a professional, respectful manner, responding with urgency for resolution.
• Responsible for working collaboratively with cross functional teams like finance, operations and sales to successfully close out claims.
• Develops or effectively utilizes existing internal reports or data sources to be able to proactively research issues, which arise. Analyze trends and work to proactively manage or resolve concerns.
• Effectively utilizes and updates internal communication systems and tools. Ie sharepoint sites
• Manages customer expectations by calmly, tactfully and clearly communicating our commitments and proactively keeping customers informed of status of their concern.
• Responsible for driving customer satisfaction within assigned portfolio of customers.
• Develops and cultivates effective relationships with key accounts.
• Provides first level of escalation for issue resolution.
• Uses effective organizational skills to manage multiple issues to their resolution while performing normal duties
• Improves delivery performance and other key performance indicators using standard work, lean processes, problem solving and teaming with other functions.
• Obtains new customer information and maintains current customer data to ensure master customer record data integrity.
• Ensures adhere to contractual agreements with distributors working collaboratively with commercial and financial teams.
• Additional duties as assigned.

Qualifications

• Associate’s degree. Bachelor’s Degree in Business, Marketing, Supply Chain or Finance preferred. Similar work experience and combination of schooling may be considered.
• 3-5 years of experience in claims processing and/or customer service, preferably in an industrial environment.
• Travel – 0 – 10% if needed

Key Competencies:

• Demonstrated ability to build strategic relationships within various levels of customer’s organization.
• Strategic thinker and able to successfully implement marketing/sales strategies.
• Excellent communication and presentation skills – effectively using data and an approachable, concise, tactful communication style to respond quickly, accurately and effectively to stakeholder questions in both verbal and written format.
• Effective organizational skills
• Strong customer services skills and behaviors
• Data orientation – attention to detail and ability to comfortably work in a variety of software systems to update, maintain data, pull data, create reports and analyze trends.
• Ability to manage conflict successfully

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40 respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency.