Customer Service Director

7 days ago

Little Rock, Arkansas, United States Trane Technologies Full time
Job Description

Job Summary:

The Store Operations Manager is a key member of the Trane Technologies team, responsible for leading the store team to achieve sales and customer satisfaction goals. This role requires a strong customer service focus, excellent communication skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:
  • Customer Facing:
    • Engage with customers to identify their needs and provide timely solutions.
    • Ensure all customers are engaged by a store associate before they reach the counter.
    • Drive sales by maintaining current knowledge of all portfolio offerings and leveraging technical knowledge of parts to provide value propositions to the customer.
    • Identify related products or add-on extension needs and make customers aware of product promotions and adding lines to parts orders.
    • Determine the best method to resolve problems to ensure customer satisfaction and company adherence to policies.
    • Occasionally visit external customers to better understand their needs and potential sales opportunities in the future.
    • Maintain constant awareness of local market pricing and product trends, collaborating with Retail Operations Leader to develop actions to leverage opportunities for growth and addressing pressures from competition.
    • Lead the overall implementation of product and vendor promotions and customer events.
    • Ensure the portfolio for the store and showroom is kept current and incorporates local customer needs to ensure high availability of sales.
    • Make outbound calls, including marketing new products.
    • Generate lead sheets for Account Managers.
    • Process Reclaims.
  • Leadership and Winning Culture:
    • Effectively assess, select, onboard, develop, and coach a strong, diverse team of different backgrounds and experiences to achieve performance goals and business results.
    • Establish work objectives and plans and manage the distribution of work among associates.
    • Utilize HR team and IR Talent Management System and processes to effectively work with associates to establish goals, manage overall performance management, and ongoing development.
    • Work with Retail Operations Leader regarding performance reviews, performance issues, recommended promotions, and salary/wage increases.
    • Build a sales culture, reinforcing parts and solutions sales through coaching and training.
    • Leverage sales reporting to identify opportunities for improvement.
    • Establish leadership cadence for the team, including communication and community events, to help build an engaged team.
    • Role-model engaging customer-facing behaviors and customer service.
    • Lead recognition, informal and formal, for the store, including ongoing individual recognition and recognizing successes.
    • Participate in different team and community involvement activities.
  • Operations:
    • Execute quote and order management processes with a high level of accuracy to expedite the fulfillment process and ensure customer satisfaction and timely delivery.
    • Responsible for cash management process, including reconciliation.
    • Responsible for showroom appearance.
    • Develop and execute annual operating plans for the store. Prepare and analyze business forecasts and reports, conduct audits and reviews to ensure business process and financial compliance.
    • Work with Retail Operations Leader to recommend potential synergies with other SBUs for market penetration.
    • Responsible for achieving store sales goals, objectives, including customer and vendor events.
    • Conduct market price and product needs analyses and recommend new product offerings to Retail Operations Leader.
    • Address and resolve facility issues and manage store operations to ensure follow-through, productivity, and quality in standard work and processes.
    • Ensure compliance with Company safety programs, procedures; conduct safety audits; ensure required training compliance and conduct safety training as needed, and reinforce a strong safety culture.
    • Complete training as required, including safety training, certification, and testing.
    • Responsible for maintaining required daily, weekly, and monthly reports.
    • Store operations, including but not limited to, successful implementations of performance scorecard metrics.
  • Back Office:
    • Overall responsibility for all aspects of warehouse and inventory control, including replenishment, stocking, cycle counting, physical inventory, receiving, storage, and obsolete slow-moving inventory (OSMI).
    • Responsible for will calls.
    • Filing of M/S's, freight bills of lading, equipment packing slips, etc. for inventory reconciliation and audit purposes.
    • Manages transfers.
    • Responsible for monitoring/auditing all product returns and warranty transaction/claim activity.
    • Flexibility to work outside normal work hours/weekends, as required.
    Qualifications:
    • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • We are looking for a customer-oriented person with a High school diploma or GED required, plus a minimum of 2 years of inside sales, retail, or related experience. Proven experience in building customer relationships. Experience working in a process management system and priority setting. Must be results-driven, a strong team player, and be able to maintain a high energy level even with challenging situations or customers. Must have good computer skills, including Microsoft Office; Word, Excel, and Outlook. Proficiency in an inventory management system or retail sales program a plus.

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