Customer Care Regional Director
Driven by a 100-year-old tradition of technological innovation, Ingersoll Rand is a global, world-class company which has undergone a major transformation in the last decade. Our people, products, systems and services remain in the forefront of their respective markets and industries in order to enable our customers and employees to create a positive impact in their world. Today's Ingersoll Rand enables customers to create progress – particularly in the areas of safety, comfort and efficiency.
Our people and our family of brands-including Club Car®, Ingersoll Rand®, Schlage®, Thermo King® and Trane®-work together to enhance the quality and comfort of air in homes and buildings, transport and protect food and perishables, secure homes and commercial properties, and increase industrial productivity and efficiency. We are a $13 billion global business with over 50,000 employees committed to sustainable business practices within our company and for our customers.
Customer Care Regional Director - West
Ingersoll Rand is uniquely qualified to create and sustain safe, comfortable and efficient environments. Our people and our market leading brands, including Club Car®, Ingersoll Rand®, Schlage®, Thermo King®, and Trane®, work together to inspire progress for our customers. For more information about Ingersoll Rand visit www.ingersollrand.com.
From its market-leading electronic and biometric access control systems to personal scheduling systems and architectural hardware such as steel doors and frames, our Security Technologies sector helps make the places we live, work and play safe, secure and productive
The Customer Care Regional Director aligns the Customer Care Organization to respective sales regions, business unit strategies and overall sector objectives, and acts as liaison with other organizations. Responsibilities include:
- Lead Sales Support for all brands within a designated Sales region, aligned with the Regional Sales VP and SSC sales offices.
- Lead Order Processing functions for their respective locations and designated brand alignments.
- Lead customer care management, enabling managers, supervisors and associates/agents to provide excellent (and differentiated) customer care through new technologies, organizational alignment, process improvement and skill development.
- Ensure delivery experience. including Order Processing Agent Performance
- Manage Service/Support Experience including Sales Support Agent performance
- Establish the vision and create, communicate and implement annual and long range strategic plans that support the achievement of business/sector goals that are in alignment with the sales and O.I. goals.
- Understand and own the Customer Experience “picture” for partners within the region (customer satisfaction index, performance and profitability) and how to apply to strategic plans.
- Assist the Regional Sales leadership in the following tactical and strategic areas:
- Input to development of strategic sales plans; help achieve annual sales objectives
- Develop and improve channel partner relationships
- Negotiate settlement of customer claims which exceed Territory Manager authority
- Create and maintain metrics that align with regional responsibilities
- Act as change agent to drive towards differentiated customer experience
- Ensure operational excellence in the Customer Care organization in areas such as process flow, data integrity, information alignment, continual improvements and initiatives
- Build a high performance team by utilizing the PMP process to develop staff strategies, metrics, improvement objectives and development goals for the organization while driving accountability across functional areas of sales, operations and product management
- Develop and manage budgets that allow for future growth and explore opportunities to positively affect revenue or costs at no loss in the perceived customer experience
- Gather information on the “voice of the customer” (VoC), developing and maintaining customer intimacy and relaying this information back to the organization.
- Bachelors degree with 7+ years operational, product management or customer care experience, including leadership experience
- Masters degree preferred
- Ability to travel up to 20%
If you share our passion for inspiring progress—for bringing about bold shifts in how people, economies and societies operate—then you belong with Ingersoll Rand. Progress begins with you.
Ingersoll Rand provides a benchmark competitive benefits and compensation package, including a tuition reimbursement program highly competitive 401(k) benefits, and a friendly and rewarding work environment.
Ingersoll Rand is committed to a diverse workforce and is an Equal Opportunity Employer.
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