Customer Care Coordinator

Trane Technologies; Southampton; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Pension

Healthcare

Life insurance

Wellbeing platforms

Job summary

Trane Technologies UK is seeking a Customer Care Coordinator to deliver exceptional service, drive sales opportunities and support back-office teams. You will handle high-volume calls, build strong customer relationships and share insights with the Sales Team via the CRM.

You will analyze interactions, generate regular reports, and help improve processes to capture opportunities. Strong communication, negotiation, leadership and analytical thinking are essential, along with proficiency in CRM

Qualifications

• Proven experience in a customer care or sales support role.
• Strong knowledge of customer service principles and sales techniques.
• Excellent leadership and interpersonal skills, with the ability to motivate and manage a team.
• Effective communication and negotiation skills.
• Analytical thinking and problem-solving abilities.
• Proficiency in using customer service software, CRM systems, and MS Office Suite.
• Support internal admin and customer care teams with administrative tasks at peak times.

Responsibilities

• A proactive approach on dealing with high volume incoming calls, whilst transferring timely and accurately.
• Build and maintain strong relationships with existing and potential customers, acting as a trusted point of contact.
• Collaboration with Sales Team: Establish strong communication channels with the sales team. Coordinate with the sales team to share key customer insights and sales opportunities identified by the customer care team. Ensure that all relevant information is accurately transferred to the sales team for further follow-up via CRM system.
• Ensure once information comes back that quotes are completed and done within KPI limits that have been agreed across departments.
• Process Improvement: Continuously evaluate existing processes and procedures for forwarding requests for quotations to the sales team. Identify areas for improvement in terms of capturing sales opportunities during customer care interactions. Collaborate with cross-functional teams, such as sales, marketing, and operations to implement enhancements to better integrate sales opportunities into the customer care process.
• Conduct qualitative and quantitative analysis of customer care interactions to measure the effectiveness of probing techniques and identify opportunities for improvement.
• Reporting and Analysis: Generate regular reports on sales opportunities identified by the customer care team. Analyze trends and patterns in customer interactions to identify areas for improvement and develop strategies for maximizing sales potential.
• Customer Relationship Management: Foster strong relationships with customers through exceptional customer service. Encourage the customer care team to build rapport and trust with customers, creating an environment conducive to exploring sales opportunities.

Skills

Customer service principles

Sales techniques

Team leadership

Interpersonal skills

Communication

Negotiation

Analytical thinking

Tools

CRM systems

MS Office Suite

Inspire systems

Job description

The Customer Care Coordinator is responsible for providing exceptional customer service and support. This role plays a crucial role in driving sales opportunities by actively probing customers during customer care interactions and working alongside the administrative Backoffice teams. The goal is to maximize sales potential and enhance the overall customer experience and improve operational administrative processes., Customer Relationships:

• A proactive approach on dealing with high volume incoming calls, whilst transferring timely and accurately.
• Build and maintain strong relationships with existing and potential customers, acting as a trusted point of contact.
• Collaboration with Sales Team: Establish strong communication channels with the sales team. Coordinate with the sales team to share key customer insights and sales opportunities identified by the customer care team. Ensure that all relevant information is accurately transferred to the sales team for further follow-up via CRM system.
• Ensure once information comes back that quotes are completed and done within KPI limits that have been agreed across departments.
• Process Improvement: Continuously evaluate existing processes and procedures for forwarding requests for quotations to the sales team. Identify areas for improvement in terms of capturing sales opportunities during customer care interactions. Collaborate with cross-functional teams, such as sales, marketing, and operations to implement enhancements to better integrate sales opportunities into the customer care process.
• Conduct qualitative and quantitative analysis of customer care interactions to measure the effectiveness of probing techniques and identify opportunities for improvement.
• Reporting and Analysis: Generate regular reports on sales opportunities identified by the customer care team. Analyze trends and patterns in customer interactions to identify areas for improvement and develop strategies for maximizing sales potential.
• Customer Relationship Management: Foster strong relationships with customers through exceptional customer service. Encourage the customer care team to build rapport and trust with customers, creating an environment conducive to exploring sales opportunities.
  Proven experience in a customer care or sales support role.
• Strong knowledge of customer service principles and sales techniques.
• Excellent leadership and interpersonal skills, with the ability to motivate and manage a team effectively.
• Effective communication and negotiation skills.
• Analytical thinking and problem-solving abilities.
• Proficiency in using customer service software, CRM systems, and MS Office Suite. Support internal admin and customer care teams with administrative tasks at peak times.

Skills and Capabilities:

• Knowledge of manufacturing industry an advantage
• People and communication skills with a positive mindset
• Able to work with minimal supervision.
• Proficient in using Microsoft Office Suite.
• Knowledge of Inspire systems, however, training can be given.
• Right to Work status confirmed for Country of application for the duration of employment
  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 (https://www.tranetechnologies.com/) , and through our businesses including Trane® (http://www.trane.com/index.html) and Thermo King (http://www.thermoking.com/na/en.html) , 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.
  Competitive salary and benefits including pension, healthcare, life insurance and wellbeing platforms.
• A fast-paced working environment
• An excellent working culture and community
• A structured induction plan with continued learning and development.
• A key role where you can make a direct contribution to our business.

Not exhaustive - your manager may add additional tasks, as required to complete the company strategy. 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.