Customer Service Operations Leader - Full-time

Job Title

Area Operations Leader

Location

Norcross, GA

Job Summary: 

This position is responsible for providing the leadership for all activities in the value stream process from the time the customer center receives the PO for an equipment or services sale through PO closure. This position has responsibilities to all processes within that oversight, including service coordination, DSOR, MDI, order management, parts inventory and shipment, inside sales, invoicing and collections, and customer satisfaction for 3-9 customer center locations within a defined region. 

Position Responsibilities and Tasks: 

• Monitor the order management process and identify process improvement opportunities to drive accuracy, efficiency, timeliness, and customer satisfaction. 
• Collaborate with sales on contract terms and order processing to minimize errors and maximize accuracy and on time delivery. 
• Collaborate with service to ensure optimal customer experience, parts and resource availability and technician productivity   
• Visit customers on a regular basis to understand process challenges and customer requirements. 
• Effectively attract, coach, counsel, train and develop all sales support operations employees.  Drive continuous improvement through company performance management process and technical product training programs available. Develop employee skill levels, including customer service, process and technical skills, to the highest degree possible.   
• Proactively manage the workforce with cross-training and support to manage employee gaps, leveraging strengths and employee skill sets, and leverage employee assets across the Area to improve customer satisfaction and team productivity. 
• Maximize cash flow by ensuring invoices are generated immediately upon completion of work, resolving disputes in a timely manner, managing budgets, and increasing utilization of sales support operations team.  Create standard work processes where needed and ensure they are followed. Improve transactional processes impacting the customer experience and increase overall customer satisfaction. 
• Ensure environmental, health and safety compliance within service team. Provide training to all employees to ensure a safe and productive work environment. 

Basic Qualifications:

• Bachelor’s Degree required in a related discipline; Engineering, Technical, Marketing or Business preferred  
• Individual must have a minimum of 7-10 years of experience in industrial product space, preferably with a diverse product portfolio including service offerings. 
• Leadership skills are essential.  Individual must have a proven track record of working across departments and functional areas to complete tasks and foster a customer-oriented culture within all employee groups.
• Individual must have a minimum of 3-5 years management experience; preferably in a customer facing environment.  Managing a multi-site workforce across multiple states or branch offices is a plus.

Key Competencies: 

• Work is completed through other employees, so this person must excel at hiring, developing, training, coaching, leading and motivating a diverse workforce for optimal results. 
• Profit & Loss experience is critical. Individual must have experience in forecasting needs, obtaining resources, and managing budgets. 
• A strategic business mindset is important. This individual must be able to support the Area General Leader in creation of a strategic business plan for growing the business through internal process improvements and lean strategies to positively impact customer satisfaction and Area productivity. 
• Fostering and coaching a teamwork culture is vital.  Individual must be skilled at creating a strong culture of customer-focus and high standards across all departments.
• Travel 25-50%  

What we Offer:

Ingersoll Rand offers a comprehensive benefits program that includes, but is not limited to:

• 401K (Matching up to 6%)
• Medical plans, Dental, Vision
• Vacation & Sick Leave
• Company provided short term & long term disability, life insurance and employee assistance programs

Ownership Works Grant: When you have reached your one-year service anniversary with Ingersoll Rand, you will become eligible to receive a grant of restricted stock units (“RSUs”) that will equal 10% of your annual base salary in grant date value. The actual grant will take place either in the quarter of eligibility or the following quarter based on specified grant schedules. The RSUs will vest two years from the date of grant.

At Ingersoll Rand we foster inspired teams. As a powerful and progressive global industrial company, we are looking for talented candidates with a bias for action and an entrepreneurial spirit to join our team. Our employees are empowered to act as owners every day for our customers, our communities and themselves. We offer a broad range of opportunities to build a successful and rewarding career with an innovative company. Join us at the new and exciting Ingersoll Rand.

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. For more information, visit www.IRCO.com.

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.