Customer Specialist

At Trane Technologies^TM  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.

What you will do:    

As the Customer Specialist, you will be a trusted advisor to customers and support for the overall Supply team across the district. You will help to resolve customer issues with sales professionalism and timely delivery of quality offerings and solutions. The primary responsibilities will be to process customer quotes and orders and respond to inquiries, questions, or complaints via phone and email, and support Account Managers and multiple stores across the district.

You will ensure customer satisfaction and future sales by being an off the sales counter associate. You will be expected to work onsite at minimum 2 days a week. You may be expected to work more than 2 days a week on site if it is determined that additional coverage will be needed for a period. While you are not focused on in-store operational activities, you will have a heightened responsibility on supporting store productivity through answering more customer requests than a typical sales associate. Therefore, you must exhibit consistent quality in your support, customer service, and Store and Account Management revenue growth.

You will partner with the inside and outside sales teams to ensure sales initiatives are supported. Your support will be given by way of educating yourself on products and programs and maintain contact with customers about the products and programs we offer as a business or that are being driven by Account Management or Store Leadership.
You will be expected to gain a solid understanding of product offerings, achieve both personal and team sales goals, and take responsibility for the quote and order management processes on behalf of the total team.

Responsibilities:

Customer Facing (75%)

• Actively engages phone and e-mail customers to fully identify needs, respond to inquiries or questions, and offer timely quality solutions.
• Assists Account Managers to service accounts – takes responsibility to process all quotes and orders on behalf of Account Managers.
• Provides priority service to Account Mangers to ensure they can respond to their customer timelier.
• Actively searches for possible sales opportunities for Account Managers and District
• Engages customers immediately with incoming calls or e-mails.
• Maintains higher quote, order, and revenue volumes than CSAs within the store.
• Provides technical support to customers.
• Drives sales by maintaining current knowledge of all portfolio offerings and demonstrate technical knowledge to provide customer value propositions and drive sales.
• Drives sales by identifying related products or add on extensions needs and making customers aware of product promotions and adding lines to parts orders.
• Figures out the best method to resolve problems and ensure customer satisfaction while adhering to company policies.
• Makes outbound calls including marketing new products.
• Occasionally visits external customers to better understand their needs and potential sales opportunities in future.
• Flexibility to work overtime/weekends, as required.

Operations (20%)

• Executes quote and order management processes with high level of accuracy to expedite the fulfillment process and ensure customer satisfaction and timely delivery – entering quotes and invoices and follow through on fulfillment.
• Helps plan, communicate, and invite customers to store and vendor events.
• Reinforces culture of safety by utilizing all appropriate resources to safely perform all functions of the job.
• Understand and execute processes and standard work.
• Identify new opportunities for process improvements.
• When needed, remains flexible to provide counter coverage in a store; includes, but not limited to, performing all CSA responsibilities, store operations, and inventory management requirements.

Back office (5%)

• Completes other duties as needed.
• Completes training as required, including safety training, certification, and testing.

Travel

• Must be able and willing to travel or work from multiple stores to build and maintain localized relationships with store teams and customers, as directed by the Customer Specialist Team Leader. 
• You will be required to work a store location twice a week.

Winning Culture:

As a part of overall responsibilities

• Genuinely and effectively works effectively with diverse team of different backgrounds and experiences to achieve business results.
• Mentors and assists with onboarding of new associates.
• Continuously seeks out opportunities for learning.
• Participates in different team and community involvement activities.
• Recognizes others for work well-done.
• Demonstrates engaging customer-facing behaviors and customer service.

Qualifications:

Education and/or Experience

• We are looking for a customer-oriented person with a high school diploma or GED required plus minimum of 2 years of inside sales, retail or related experience. HVAC sales or related HVAC experience is beneficial. A mechanical aptitude and background will be helpful in this role. Proven experience in building customer relationships.

Key Competencies:

• Proven sales and customer service skills.
• Must have a strong instinct to act, a strong team player and be able to maintain a high energy level even with challenging situations or customers.
• A strong knowledge and comfort level with computers is necessary. Programs used include Microsoft Office, Word, Excel, and Outlook.

Compensation: