Customer Service Representative

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Customer Service Representative

BH Job ID: 4862

SF Job Req ID: 19894

Job Title: Customer Service Representative (CSR)

Location: Ocala, Florida

Employment Type: Full-Time

About Us

Ingersoll Rand is a global provider of mission-critical flow creation and industrial solutions. Driven by an entrepreneurial spirit and ownership mindset, we are dedicated to helping make life better for our employees, customers, and communities. Customers rely on us for our technology-driven excellence across more than 40 respected brands, delivering products and services that excel in even the most complex and demanding environments. For more information, visit www.IRCO.com.

Job Overview:

The Customer Service Representative (CSR) is responsible for managing the customer experience by supporting and coordinating operational transactions for our Compression Systems and Services Air Treatment business (CSS). This role serves as the primary liaison between channel partners, customers, and internal operations teams to ensure efficient order management, timely delivery, and exceptional customer satisfaction. The CSR coordinates order flow activities across manufacturing sites while proactively communicating order status, resolving issues, and strengthening customer relationships.

Responsibilities:

• Serve as the key liaison between assigned Channel Partners and operations teams to ensure timely delivery of products and services.
• Manage customer expectations through proactive communication regarding delivery commitments, order status updates, and issue resolution.
• Develop and maintain strong relationships with key accounts and distribution partners.
• Manage customer orders from placement through invoicing across multiple channels, including phone, email, EDI, websites, and other ordering platforms.
• Monitor sales order bookings and backlog while addressing holds, quote discrepancies, delivery dates, and purchase order errors.
• Provide high-quality customer support through the effective use of SAP, Salesforce, and CRM tools related to order fulfillment and customer activity.
• Coordinate order cancellations with suppliers and customers to minimize inventory discrepancies and excess stock.
• Support and train distributors on order entry applications and processes.
• Lead cross-functional projects and influence stakeholders without direct authority.
• Identify and implement process improvements utilizing Ingersoll Rand Lean methodologies, including MDI, 9-Step Problem Solving, and Rapid Improvement Events (RIEs).
• Ensure compliance with all company policies, procedures, and operating standards.

Requirements:

• Associate Degree in Business, Marketing, Supply Chain, Finance, or a related field required; Bachelor's Degree preferred.
• Minimum of 2 years of higher education and/or 1-2 years of experience in a customer-facing role.
• Proficiency with Microsoft Office applications and experience working within ERP systems.
• Strong customer service, communication, and relationship management skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Core Competencies:

• Customer Focus: Proven experience in a customer-facing role, with prior exposure to service-oriented environments preferred.
• Teamwork & Collaboration: Ability to build strong relationships across internal teams and customer organizations.
• Problem Solving: Uses analytical thinking and sound judgment to identify root causes and develop effective solutions.
• Change Leadership: Challenges existing processes, supports continuous improvement initiatives, and helps drive organizational change.
• Customer Advocacy: Builds trust-based relationships and consistently delivers value-driven customer solutions.
• Communication: Communicates clearly and effectively with both technical and non-technical audiences.
• Active Listening: Demonstrates patience, attentiveness, and the ability to understand and respond to customer concerns.
• Organizational Agility: Understands organizational processes, systems, and stakeholder relationships to achieve results.
• Operational Awareness: Knowledge of manufacturing operations, supply chain processes, and demand flow concepts is beneficial.

Preferences:

• Bachelor's Degree in Business, Supply Chain, Marketing, Finance, or a related field.
• Experience in a manufacturing, industrial, or service-focused environment.
• Experience in Salesforce and SAP preferred.
• Previous experience conducting customer or distributor training programs.

What We Offer

At Ingersoll Rand, we embrace a culture of personal ownership, encouraging employees to take responsibility for our company's success, our communities, and our environment. Our comprehensive benefits package is designed to support your health, well-being, and professional growth while empowering you to make an impact.

Our range of benefits includes:

• Empowering Culture: Encouraging ownership, innovation, and community involvement.
• Health Care Options: Comprehensive medical, dental, vision, and life insurance coverage.
• Wellness Programs: Resources and programs that support physical and mental well-being.
• Retirement Savings: Competitive retirement and savings programs to help secure your future.
• Employee Stock Programs: Opportunities to share in the company's success.
• Paid Time Off: Time to recharge and maintain work-life balance.
• Career Development: Ongoing opportunities for learning, growth, and advancement.

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.

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. For more information, visit www.IRCO.com.

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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.