Customer Account Specialist

Ingersoll Rand is 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 Account Specialist

Location: Bryan OH or Mooresville, NC

About Us:

Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies - from compressors to precision handling of liquids, gasses, and powers - to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we're driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.

Job Overview:

This exciting role is critical to driving a great customer experience and channel engagement for our strategic accounts globally as it relates to sales. This role will also help drive our strategic initiatives through things such as pricing, customer satisfaction and service levels. The position is the primary point of contact for customer support and inquiries. This individual is responsible to deliver a high level of customer engagement from initial product inquiry through the post delivery of the product. This includes the handling of all operational transactions and the coordination of order flow activities to ensure we meet our commitments to the customer. The role will directly engage with customers and facilitate revenue growth and brand loyalty by eliminating barriers to the order flow process. The position will utilize standard work and problem solving techniques to drive performance improvements.

Responsibilities:

• Strategic Account Engagement: Drive awareness of strategic accounts and guide peers on effective customer engagement strategies. Cultivate strong relationships with key accounts to enhance customer loyalty and satisfaction.
  
  
• Pre-Order Customer Support: Provide comprehensive support for pre-order activities including pricing, availability, quoting, proposals, non-standard requests, parts identification, and custom solutions.
  
  
• Order Management & Fulfillment: Manage customer orders from placement to invoicing across multiple channels (phone, fax, EDI, email, websites), ensuring accuracy and timely delivery. Utilize Oracle/CRM tools to optimize order fulfillment and customer activity tracking.
  
  
• Post-Order Support & Issue Resolution: Deliver internal and external support for post-order activities, including resolving price/order holds and backorder issues. Act as the first level of escalation and collaborate cross-functionally to ensure resolution.
  
  
• Customer Communication & Expectation Management: Clearly communicate delivery commitments, order status, and issue updates. Respond to product and technical inquiries or refer them to appropriate channels.
  
  
• Customer Satisfaction & Continuous Improvement: Champion customer satisfaction by coordinating with business functions to improve delivery performance and service through lean processes and proactive problem-solving.
  
  
• Data & Record Management: Gather and maintain customer-specific requirements and master records. Ensure accurate reporting and documentation to support account management and service excellence.
  
  
• Project Leadership & Multitasking: Demonstrate ability to lead cross-functional initiatives without direct authority. Manage multiple issues and priorities simultaneously while maintaining high service standards.
  
  

Requirements:

• 3+ years of experience in inside sales, outside sales, and/or customer service, preferably in an industrial environment.
  
  

Competencies:

• Willingness to adopt a customer-first approach with a track record of advocacy and problem resolution.
  
  
• Strategic acumen with a keen understanding of account management.
  
  
• Ability to establish trust and rapport with colleagues, clients, and partners, leveraging interpersonal skills to create strong and sustainable partnership.
  
  
• Ability to clearly and professionally communicate with customers via phone, email, or other channels.
  
  
• Strong organizational capabilities, with the proficiency to handle multiple priorities simultaneously
  
  
• Adaptability to learn new systems or processes.
  
  
• Exceptional problem-solving abilities and a results-driven mindset?
  
  

Preferences:

• Bachelor's or Associate's Degree in Business, Marketing, Supply Chain or Finance preferred
  
  
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook).
  
  
• Proficiency with an ERP system (SAP preferred).
  
  

Travel & Work Arrangements/Requirements

• This is based on site with 10% expected travel.
  
  

The pay range for this role is $50,000 - $68,000. The pay range considers a wide range of factors that include a candidate's skills; experience and training; licensure and certifications; and geographic location.

What we Offer

At Ingersoll Rand, we embrace a culture of personal ownership - taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond.

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.