Customer Service Team Lead

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care 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.

Job Title:
Customer Service Team Lead
Location:
Ivyland, PA

About Us:

Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies - from compressors to precision handling of liquids, gasses, and powers - to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we're driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.

Job Overview:

We are currently seeking a strategic and supportive individual to join our Customer Service team. This role will be responsible for leading team members to successfully complete daily customer service goals, document operational tasks, assist new employee onboarding and support the team through training, guidance, and coaching. The ideal candidate will be able to maintain a positive work environment, promote a culture of teamwork and productivity while adhering to safety and quality standards.

Responsibilities:

Productivity and Efficiency:

• Ensure customer service goals are maintained to meet customer demands
  
  
• Track and communicate customer orders
  
  
• Schedule and assign tasks to team members based on priorities and skill sets
  
  
• Monitor team performance and productivity and provide regular feedback while seeking opportunities for process improvements
  
  
• Set and track performance goals and key performance indicators (KPIs)
  
  
• Participate in continuous improvement initiatives by suggesting process enhancements, participating in root cause analysis, and implementing corrective actions
  
  

Leadership and Communication:

• Monitor and prioritize daily operation of the group, including management of work assignments and workload of team members
  
  
• Coach, train and mentor team members to handle complex customer issues
  
  
• Provide team leadership to achieve identified performance metrics
  
  
• Communicate and manage team members KPI's
  
  
• Make recommendations to supervisor on employee performance
  
  
• Maintain open and effective communication with team members and management
  
  
• Relay important information, updates, and announcements to the team
  
  
• Develop and maintain collaborative working relationships with team members
  
  
• Provide direction and leadership to team members
  
  
• Address issues and conflicts within the team and escalate complex problems to higher management when necessary
  
  
• Step into a supervisor role while the leader is out of the office
  
  

Documentation:

• Complete customer orders and other required paperwork accurately
  
  
• Identify, document, and review opportunities for improvements to enhance efficiency/process
  
  
• Document any issues, defects, or deviations from standard procedures
  
  
• Complete administrative tasks such as timekeeping, attendance, efficiency, turn backs, 5S, PMPD, maintaining the skills matrix, and record-keeping
  
  

Training and Development:

• Participate in training programs to improve leadership skills and product knowledge
  
  
• Train team members on job responsibilities and company policies
  
  
• Identify training needs, coordinate sessions as required, and maintain training documents
  
  
• Attend monthly EHS trainings
  
  
• Ensure all policies and procedures (i.e. report on time and ready to work - Start/Lunch/Breaks
  
  

Quality Control:

• Ensure team members adhere to quality standards and follow established procedures and ISO requirements
  
  
• Ensure compliance with standard operating procedures is documented and maintained
  
  
• Participate in customer service and quality discussions
  
  

Safety Compliance:

• Follow all safety guidelines, including wearing appropriate personal protective equipment (PPE)
  
  
• Report any safety hazards or incidents to supervisors promptly
  
  

Cleanliness and Organization:

• Maintain a clean and organized work area
  
  
• Follow 5S principles (Sort, Set in order, Shine, Standardize, Sustain)
  
  

Requirements:

• High School Diploma or General Equivalent Diploma (GED)
  
  
• 2+ years of customer service experience
  
  
• 2+ years of leadership experience
  
  
• Experience with order entry (JD Edwards a plus)
  
  
• Demonstrated time management skills, strategic thinking, problem solving, and adaptability
  
  
• Experience with Microsoft Office
  
  

Core Competencies:

• Communication
  
  
• Efficiency
  
  
• Productivity
  
  
• Accuracy
  
  
• Teamwork
  
  
• Integrity
  
  
• Problem Solving
  
  
• Detail Oriented
  
  
• Results Driven
  
  
• Root Cause Analysis
  
  
• Conflict Resolution
  
  
• Documentation
  
  

What we offer:

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.

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency. For more information, visit www.IRCO.com.

To Apply:

Please apply via our website https://ir-jobs.dzconnex.com/ by June 3rd in order to be considered for this position.