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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