Assoc, Customer Svc
Overview:
Contribute to best-in-class service back-office team with focus on customer experience, growth, revenue and GM increases.
Responsibilities:
- Managing customer experience (call center and invoicing)
- Analyze P&L on a monthly base and take immediate actions if required
- Communicate results and central expectations regularly to Service BO Team
- Understand and apply Service Commercial Principles in the team and in all sale activities
- Analyze internal processes and work pro-active on improvements
- Deliver high quality quotes in the agreed/expected timeframe to customers
- Cooperate closely with the Service Operations to identify gaps or potential for further process improvements
- Execute central initiatives and follow CCR strategy
- Support Technician Sales Process to increase billable sales
- Support EH&S processes and initiatives
Qualifications:
- Fully understand the standard Service processes, metrics and KPI's (from revenue to costs and GM)
- Deep knowledge of Carrier products and industry standards
- Understand customer needs, able to listen and provide expected services - aligned with financial targets
- Deliver positive results in the agreed timeframe
- Pro-actively take actions to improve revenue, GM and customer experience
- Expert in teamwork - supporting a productive, positive and inspiring environment
- Cooperate with the operational team members to understand the whole sale potential and support the execution of contracts, billables and modernizations
- Strong communication, leadership-skills and value based selling abilities
- Time Management – any activity must be performed in respect of the given timeframe - persistent, focused on
targets/results, flexible, working independently and in teams
- Customer and service orientated - as well as a high degree of initiative and resilience
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