Customer Service Team Lead - Remote Eligible

Dealer Order Management Team Leader

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? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world.

Learn about our benefits designed for you to Thrive at work and at home.

We boldly go.

Where is the work:

Virtual

Job Summary:

As Dealer Order Management Team Leader, you will be responsible for team performance, engagement, and continuous improvement. You will coach and develop core and contractor representatives, respond to escalations, manage daily operations, lead continuous improvement activities, and support product growth efforts. You will promote a one team lean culture that delivers a premier customer experience. This position reports to Customer Support Leader.

Responsibilities:

• Develop and hold accountable core and contractor direct reports on performance objectives, leadership principles, and attendance adherence
• Respond promptly to team and field chats, emails, escalations, and LOAs Complete Oracle transaction audits to drive accuracy with direct reports and solve order disputes
• Lead and support continuous improvement activities-VSA, RIEs, MDI huddles, 9 step problem solving
• Collaborate with internal teams to create and execute order management strategies and best practices
• Work with Product Growth Teams on fulfilling customer support needs for new product or service opportunities
• Provide functional customer service and order management thought leadership supporting our DSO channel
• Continuously improve Leader Standard Work to complete tasks that support team goals
• Participate in interviewing, training, and scheduling efforts as needed
• Ensure on-time completion of activities through the Talent Management System and Learning Management System for direct reports
• Other duties as assigned

Key Competencies:

• A3 thinking and Problem Solving
• Advocates positively for customers and organization
• Time management
• People development
• Effective in having crucial conversations
• Strong communication skills-including listening (written, verbal and interpersonal)

Qualifications:

• High school diploma or GED required
• Bachelor's Degree preferred
• Proficient with Microsoft Office Suite (Excel, Word, Power Point, Access and Outlook)
• 3 years of Customer Centric Experience preferred

Annual Base Salary Range or Hourly Base Pay Range:

$62,446.66 - $99,400.00

Compensation Type:

Salary

Incentive Eligible:

No

Sales Commission Eligible:

No

Thrive at work and at home:

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
• Paid time off includes 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.

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

Safety Sensitive Role:

No

The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.