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 PL on a monthly basis 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 proactively 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 EHS 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 Proactively 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 oriented - as well as a high degree of initiative and resilience #J-18808-Ljbffr
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