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.  

Job Title:

Customer Service Representative

Location:

Onsite in Monroe, LA 

Position Summary

Answers internal and customer queries on status of orders, returns, discrepancies and determines what corrective action should be taken. May provide technical advice to customers. Process and enters orders. Prepares and files commercial documentation. Assists with report preparation.

Essential Functions

• Sales Calls: Responds to customer or distributor questions on order status, discrepancies in billing or delivery, determining appropriate corrective action.
• Orders: Updates and enters orders in system. Files and posts purchase orders. May determine inventory shortages, delivery dates, communicating this information to customers, distributors or Inside Sales Representatives. May update jobs on the production schedule.
• Returned Product: Issue return material authorizations (RMA). Distributes accordingly, ensuring capture of warranty information.
• Customer Information: Helps develop system information for customers, distributors and updates information as necessary (such as contact name, phone number, and email). Coordinates reports of statistics of customer service activities.
• Credit memos: Reviews credit memo requests and issues accordingly in compliance with internal processes.
• Daily Gemba: Attends daily production meetings. Captures critical information and shares it with the commercial team about stock-outs, expected delays, and shortages.
• Other responsibilities as assigned or required.

Qualifications

Experience Required

• Three to five (3 to 5) years’ experience in customer service required.
• Manufacturing experience a plus.
• Prior experience with order processing or order entry required.
• Ability to interface with staff at many levels in corresponding departments i.e. Inventory, Shipping, Sales & Marketing, etc.
• Strong verbal and written communications skills that enable fast and effective resolution of customer issues.
• Strong ability for problem solving, critical thinking, and process orientation.
• Ability to work in a fast pace environment.

Education/Training Required

• High school diploma or GED required. Associates degree in Business Administration preferred.
• Must possess intermediate MS Office skills, including Word, Excel, and PowerPoint.

KSAO (internal HR use only)

• Self-starter
• Problem solving skills (critical thinking)
• Process oriented
• Self-motivated (may be working in plant by themselves and need to take lead on getting things done without constant direction)
• Driven to success to accomplish the job without continuous supervisor oversite
• Relays a positive, supportive tone during calls with customers
• Ability to conflict manage upset customers
• Quick learner with technology
• Comfortable with MS Office, cannot struggle with Technology
• EQ
• Reaches out for manager support rather than wallowing in water cooler talk
• Conveys energy and connectedness while interacting with customers and colleagues
• Detail-oriented in explanations when working through issues with customers.

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.