Customer Support Specialist

Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are 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.

About Us:

We are expanding at Ingersoll Rand! Be a part of a brand-new department, as part of the Precision Technologies Customer Support Specialist team.

Job Summary:


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 Promotor 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.

Key Role & 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.
  
  

Key Qualifications:

• 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.
  
  

Travel & Work Arrangements/Requirements:

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

Key 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.
  
  

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.