Customer Support Specialist

Job Title: Customer Support Specialist
Location: Bryan, OH (Onsite)

About Us:

Ingersoll Rand is a Fortune 500 company with a passion for making lives better. We do this by living our values, and through a relentless focus on the success of our customers and partnering with our employees to think and act like owners. We believe in sustainability through the development and distribution of a broad range of global brands designed to meet the needs of our customers in both efficient and responsible ways. Ingersoll Rand is a diverse and inclusive environment. For more information visit: www.irco.com.

Job Overview:

The Customer Support Specialist team will be trained and developed to be the first point of contact for external leads coming into the business for our Precision Technologies brands. They will offer a timely response to all incoming enquiries delivering a superior customer experience across our business line driving positive Net Promoter Score and improved lead handoff and closing processes with our internal sales teams and external channel partners. By taking a customer-centric approach, we have the opportunity to create real value throughout the customer-buying journey and deliver an overall competitive advantage in the market. The right candidate will bring a combination of experience in direct to end-user sales, customer service, and problem solving. We are expanding at Ingersoll Rand! Be a part of a brand-new department, as part of the Precision Technologies Inside Sales Specialist team.

Responsibilities:

• Lead Response:
  Serve as the initial point of contact for website-generated leads, assess their potential, and swiftly close them personally or direct them to the appropriate team member, ensuring a consistently positive customer experience.
• Competitive Sales Insight:
  Identify and leverage opportunities to convert customers from competitor products, driving new sales and expanding market share.
• Follow-Up Management:
  Actively track and advance all warm leads within the company, liaising with the relevant teams, and diligently pursue resolution to a win or loss outcome.
• CRM Oversight:
  Maintain and optimize CRM systems by brand, manage the database efficiently, and analyze conversion metrics to seek areas for performance enhancement.
• Customer Experience Enhancement:
  Contribute to improving the company's Net Promoter Score (NPS) by fostering a positive interaction for all inbound inquiries.
• Sales Process Optimization:
  Continuously refines and optimizes sales lead processes to increase efficiency and effectiveness.
• Lead Generation Collaboration:
  Collaborate with the Product Management team on prospecting campaigns aimed at increasing lead volume and supporting strategic business growth.
• Experience Expansion:
  Explore and potentially integrate additional customer engagement tools, such as website chat functions, to amplify lead generation capabilities.

Requirements:

• Associate degree with 2+ years of experience in a sales & service environment, or equivalent years of experience required. 2+ years of proven customer service expertise in the Service Industry preferred.
• Direct experience with Salesforce or equivalent CRM systems is desired.
• Excellent communication skills with ability to speak to technical requirements and specifications. Self-driven, confident, and team oriented.
• English fluency is required and ability to speak Spanish is a plus.

Core Competencies:

• Active Listening:
  Engage in thoughtful listening, remain open to others' ideas, and can neutrally echo differing viewpoints.
• Change Leadership:
  Innovatively challenges the status quo, overcomes resistance to change, and fosters adaptability; training experience is beneficial.
• Collaboration:
  Establishes key strategic relationships across customer organization levels.
• Communication:
  Effectively conveys technical concepts and communicates with clarity across diverse settings.
• Complex Problem Solving:
  Skilled in dissecting problems, applying logical analysis, to address multifaceted interconnected issues, exploring various sources to implement a sustainable resolution.
• Customer Advocacy:
  Builds lasting customer relationships, gains trust through value delivery, and employs customer feedback to address challenges and opportunities.
• Organizational Insight:
  Understands organizational dynamics, navigates formal and informal channels effectively, and grasps the underpinnings of policies and practices.
• Sales Excellence:
  Demonstrates a strong desire to win and close orders, recognizes large sales opportunities, and consistently aims to exceed sales targets and customer expectations.

Travel & Work Arrangements/Requirements:

• This position is located onsite in Bryan, OH.
• No travel required, but up to 5% travel as needed is possible.

What we Offer:

Our benefits - location dependant (car, annual leave allowance, pension etc), but ALWAYS include Shares options

At Ingersoll Rand, we embrace a culture of personal ownership - taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond.