CX Specialist - Northern Cone

Ingersoll Rand is committed to building a diverse workforce that reflects our communities. As an equal opportunity employer, we provide equal employment opportunities to all qualified applicants without regard to age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We are committed to fostering a workforce diversity that mirrors our communities.

As an equal opportunity employer, we ensure that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy status, age, marital status, disability, protected veteran status, or any other legally protected status. 

The Ingersoll Rand Power Tools + Lifting Latin America CX Account Specialist will be responsible for owning, improving, and championing the customer experience. The role will directly engage with customers and facilitate revenue growth and brand loyalty by eliminating barriers to the order flow and post-sale support processes. Customers, both external and internal, must receive accurate, timely, and thorough response and support. This individual should have strong analytical aptitude; curating, reading, and transmitting report data to action. The role requires comfortability working with multiple systems and bridging the connectivity gaps between the different platforms. Interpersonal communication and the ability to connect via different mediums is also required. This position is pivotal for the achievement of business expectations in a growing region with immense opportunity potential.

Job Summary and Responsibilities:

• Own, improve, and champion the customer experience, external and internal
• Effective, efficient, and timely communications
• Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, backorders, supersessions, etc.
• Provide customer support for preorder activities (pricing, availability, proposal, quoting, technical specifications, non-standards, parts identification and custom solutions)
• Provide internal and external customer support for post-order activities regarding marketing rebates, debits, and post-sales disputes

• Obtain customer specific requirements for developing and maintaining the master customer records; maintain ongoing reports and records

Key Competencies:

• Customer-centric mindset
• Data analysis à Actionable insights
• Metrics-driven approach
• Excellent interpersonal skills, particularly influencing others, highly capable of leading projects that involve many stakeholders from different departments with competing commitments/interests
• Effective organizational skills
• Experience with existing tech stack offerings and terminology
• Identify potential improvement and lead the implementation of corrective actions based on Ingersoll Rand Execution Excellence, or IRX, methodology and tools

Skills/Qualifications:

• Associate or bachelor’s degree in business preferred
• 3 or more years of experience in inside and/or outside sales, and/or customer service, preferably in a manufacturing environment
• Advanced knowledge of CRM systems
• Proficient in Microsoft Office computer applications required
• Excellent interpersonal skills; telephone and written
• Ability to communicate in a technical matter in English and Spanish required

Travel Requirements: 0 – 10%

Ingersoll Rand Inc. (NYSE: IR) is driven by an entrepreneurial spirit that empowers employees with a sense of ownership to fulfill our commitment to enhancing the quality of life for our employees, customers, and communities. Customers rely on us for our excellence in mission-critical industrial technologies and flow creation solutions through more than 40 respected brands, where our products and services perform reliably under the most complex and challenging conditions. Our employees build lifelong customer relationships through their daily commitment to expertise, productivity, and efficiency. For more information, visit www.IRCO.com.