[Hiring] Customer Service Team Lead @trane technologies

Role Description

As Dealer Order Management Team Leader, you will be responsible for team performance, engagement, and continuous improvement. You will:

• Coach and develop core and contractor representatives
• Respond to escalations
• Manage daily operations
• Lead continuous improvement activities
• Support product growth efforts
• Promote a one team lean culture that delivers a premier customer experience

Responsibilities

• Develop and hold accountable core and contractor direct reports on performance objectives, leadership principles, and attendance adherence
• Respond promptly to team and field chats, emails, escalations, and LOAs
• Complete Oracle transaction audits to drive accuracy with direct reports and solve order disputes
• Lead and support continuous improvement activities - VSA, RIEs, MDI huddles, 9 step problem solving
• Collaborate with internal teams to create and execute order management strategies and best practices
• Work with Product Growth Teams on fulfilling customer support needs for new product or service opportunities
• Provide functional customer service and order management thought leadership supporting our DSO channel
• Continuously improve Leader Standard Work to complete tasks that support team goals
• Participate in interviewing, training, and scheduling efforts as needed
• Ensure on-time completion of activities through the Talent Management System and Learning Management System for direct reports
• Other duties as assigned

Key Competencies

• A3 thinking and Problem Solving
• Advocates positively for customers and organization
• Time management
• People development
• Effective in having crucial conversations
• Strong communication skills - including listening (written, verbal and interpersonal)

Qualifications

• High school diploma or GED required
• Bachelor’s Degree preferred
• Proficient with Microsoft Office Suite (Excel, Word, Power Point, Access and Outlook)
• 3 years of Customer Centric Experience preferred

Requirements

• Annual Base Salary Range: $62,446.66 - $99,400.00
• Compensation Type: Salary
• Incentive Eligible: No
• Sales Commission Eligible: No

Benefits

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives
• Family building benefits include fertility coverage and adoption/surrogacy assistance
• 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution
• Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave
• Educational and training opportunities through company programs along with tuition assistance and student debt support

Safety Sensitive Role

No. The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.