Group Leader LR Distribution

1 week ago

Quincy, United States Ingersoll Rand Full time

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. 

Quincy, IL – Hybrid
About Us:
Ingersoll Rand thrives on a culture of innovation and a sense of ownership, committed to enhancing the lives of our employees, customers, and the planet. With over 80 renowned brands, our customers rely on our products and services to deliver high-quality flow creation and industrial solutions designed to perform in the most complex and harsh conditions. Additionally, our unwavering commitment to ownership has enabled our employees to cultivate strong customer relationships, driving them to solve the industry’s most difficult problems. 

Job Summary:
Plans, directs and supervises the workflow of a team of Customer Service Technicians. Provides support to Customer Service Technicians when responding to customer inquiries and handling issues relating to customer orders. Expedites and coordinates flow of work, reviews agreements or proposed agreements for conformity to company rates, rules and regulations.

Basic Qualifications:
Leadership / Supervision:
•    Coordinate activities of the St-Peters / Moody Customer Service Team 
•    Oversee daily distribution of workload and regional coverage to STP/Moody Team
•    Act as Team Leader in developing process improvement and efficiencies

Key Competencies: 
Sales Support: Processes customer purchase orders including any revisions and updates order files. Edits sales order to assure accuracy of price, equipment description, shipping instructions and initiates follow-up action for orders. Responds to customer/rep questions on order status, discrepancies in billing or delivery, determining appropriate corrective action. Back-up Regional Sales Managers (RSMs) as necessary.

Quotes/Orders: Coordinates technical requests, order placement and quotation services to accounts. Prepares formal written quotes and data sheets. Files and posts purchase orders. May determine inventory shortages, delivery dates, communicating information to customers, RSMs or Sales Representatives. May update jobs on the production schedule. Submits material creation requests for non-complex parts. Establishes prices for non-price list items using existing tools and processes.  Process simple requests for product modifications.  Follow orders once entered to ensure any and all delivery blocks are removed addressed proactively

Returned Product / Customer Feedback: Receives returned warranty product. Distributes accordingly, insuring capture of warranty information. Reviews customer request for credit and launches paperwork to complete transaction.  Creates Cases in Salesforce.com to capture customer feedback and participates in problem solving process to resolve issues and implement improvements

Customer Information: Receives customer requests, complaints, initiating response and/or corrective action. Determines critical need items and assists in establishing priorities on ship dates. Communicates current availability and lead times. Works with shared service, reps and customers in setting up new accounts, maintaining records, and updating payment and credit information as required
Product Information: Acts as primary contact between engineering and product management regarding special product applications and/or significant modifications required to meet specific customer requirements.

Sales Documentation: Will maintain thorough records of interactions with customers via phone, e-mail and other means in the Salesforce.com system and also maintain strong communication with other departments associated with these sales activities. 
 

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.

PandoLogic. Keywords: Customer Service Representative, Location: Quincy, IL - 62301

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