Dealer Order Management Specialist

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future?

About the role

As a Dealer Order Management Representative, you will be the front-line contact for our customers and internal sales partners; primarily answering calls for order management related inquiries—identifying models, finding pricing and availability, matching up HVAC systems, and offering system solutions. You will drive customer engagement and own resolution from initial order request through order post-delivery, which means collaborating and following-up with multiple teams to deliver what the customer needs. You will participate in continuous improvement activities to eliminate barriers to the order flow process and create a better customer experience. This is a virtual position.

Responsibilities

• Approximately 80% of time directly supporting customers or following-up on customer resolution and 20% of time performing scheduled tasks (team meetings, meetings with manager, trainings, etc).
• Respond to and resolve order management inquiries from customers and internal partners.
• Provide customer support for order activities—model identification, pricing, availability, system match-ups, promotions, system solutions.
• Process customer orders—promise dates, order entry, and collaboration with multiple teams in end-to-end process for customer.
• Manage customer orders from placement to invoicing through multiple channels, including phone, email, text, or chat to ensure 100% customer satisfaction.
• Run order reports and work with teams to fix misses/holds and close open orders/returns.
• Provide high quality service through efficient use of all operating systems functionalities related to order fulfillment and relative to customer activity.
• Refer to and create new standard work to maximize efficiency.
• Participate in continuous improvement activities.

Key Competencies

• Relentless customer focus
• Excellent verbal and written communication skills—including listening
• Change oriented
• Problem solving

Qualifications

• Associate’s Degree, Bachelor’s Degree preferred.
• 2-3 years of experience in a customer service, inside and/or outside sales preferably in an industrial environment.

Pay

Hourly Base Pay Range: $31,600.00 - $44,765.00. This is an hourly, non-commissioned, non-incentive eligible role. Actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation.

Benefits

• Benefits kick in on day one for you and your family, including health insurance and holistic wellness programs with generous incentives.
• Family building benefits including fertility coverage and adoption/surrogacy assistance.
• 401K match up to 6%, plus an additional 2% core contribution (total up to 8% company contribution).
• Paid time off including 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.
• Educational and training opportunities through company programs along with tuition assistance and student debt support.

Benefit offerings may vary depending on Collective Bargaining Agreements and local/state regulations.