Senior Customer Service Representative
The Cigna Group
Senior Manager, Applied Customer Service
Carrier
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida, North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
SFDC
About the role
- Defines, captures and improves key applied equipment order management and customer communications KPI’s in Sales Force (SFDC)
- Manages a team responsible for keeping customers informed and advised of order status through proactive communication via phone, email and web-based initiatives
- Manages processes that enable the team to provide front line order status support to field sales channels, customers and other departments
- Acts as the voice of the customer to internal factory Operations teams
- Coordinates with Transportation, Logistics, Supply Chain, Manufacturing and Distribution functions to help ensure on-time delivery
- Interacts daily with key Carrier customers, distributors and direct sales offices, as well as Carrier factories, logistics and product teams to continually improve upon the customer experience
- Ensures the tools required for each person’s success are readily available
- Leads the development of the team to provide career growth and skill enhancement
- Participates and leads projects to drive customer experience for Commercial business
- Drives process improvement culture within the team along with utilization of lean tools
- Provides strong leadership to the team to drive performance, engagement and accountability within the team
Requirements
- Bachelor’s Degree
- 5+ years leading customer service or order management teams
- 3+ years of experience working in a manufacturing/distribution environment
- 3+ years of experience in managing virtual employees
- Master’s Degree or Project Management Certification in business or related discipline (preferred)
- Experience within the HVAC industry (preferred)
- Demonstrated successful experience in change management (preferred)
- Project Management experience driving process improvement (preferred)
- Extraordinary interpersonal skills and customer focus
- Experience with Salesforce and SAP
- Comprehensive knowledge of MS Office software applications (Word, Excel, PowerPoint, Outlook)
- High attention to detail
- Team oriented and ability to work in a dynamic environment
- Experience with Customer Portals and AI technology
- Ability to Travel when required for business and customer meetings.
Benefits
- Equal Opportunity Employer for all qualified applicants
- Affirmative Action in employment for qualified Individuals with a Disability and Protected Veterans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
order managementcustomer communicationsprocess improvementchange managementproject managementlean toolsHVAC industry experiencecustomer portalsAI technology
Soft skills
leadershipinterpersonal skillscustomer focusteam orientedattention to detailengagementaccountabilitydynamic environment
Certifications
Bachelor's DegreeMaster's DegreeProject Management Certification
