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About the Role
As a 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. You will ensure customer satisfaction and future sales by being an off the sales counter associate. You will partner with the inside and outside sales teams to ensure sales initiatives are supported. 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
- 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.
- 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.
- Completes other duties as needed.
- Completes training as required, including safety training, certification, and testing.
- 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 Leader.
- 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.
Requirements
- High school diploma or GED required.
- Minimum of 2 years of inside sales, retail or related experience.
- Proven experience in building customer relationships.
- 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.
Skills
- HVAC sales or related HVAC experience is beneficial.
- Mechanical aptitude and background will be helpful.
- Proven sales and customer service skills.
- Microsoft Office, Word, Excel, and Outlook
Location
- Onsite
- Remote
- Hybrid
Work Type
- Onsite
- Remote
- Hybrid
- Full-time
Experience Level
- Minimum of 2 years of experience
Education Level
- High school diploma or GED
Salary/Compensations
- $50,800.00 - $102,690.00
Benefits
- Health insurance
- Holistic wellness programs with generous incentives
- Fertility coverage
- Adoption/surrogacy assistance
- Up to 15 vacation days
- Paid holidays
- Sick leave
- Volunteer leave
- Parental leave
- 401K match
- Educational and training opportunities
- Tuition assistance
- Student debt support
About the Company
- World leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation.
- Sustainability is not just how we do business—it is our business.
- Businesses include Trane® and Thermo King.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.