[rif. c66042616] Milano - Assoc, Customer Svc

Overview:

Contribute to best-in-class service back-office team with focus on customer experience, growth, revenue and GM increases.

Responsibilities:

• Managing customer experience (call center and invoicing)
• Analyze P&L on a monthly base and take immediate actions if required
• Communicate results and central expectations regularly to Service BO Team
• Understand and apply Service Commercial Principles in the team and in all sale activities
• Analyze internal processes and work pro-active on improvements
• Deliver high quality quotes in the agreed/expected timeframe to customers
• Cooperate closely with the Service Operations to identify gaps or potential for further process improvements
• Execute central initiatives and follow CCR strategy
• Support Technician Sales Process to increase billable sales
• Support EH&S processes and initiatives

Qualifications:

• Fully understand the standard Service processes, metrics and KPI’s (from revenue to costs and GM)
• Deep knowledge of Carrier products and industry standards
• Understand customer needs, able to listen and provide expected services - aligned with financial targets
• Deliver positive results in the agreed timeframe
• Pro-actively take actions to improve revenue, GM and customer experience
• Expert in teamwork - supporting a productive, positive and inspiring environment
• Cooperate with the operational team members to understand the whole sale potential and support the execution of contracts, billables and modernizations
• Strong communication, leadership-skills and value based selling abilities
• Time Management – any activity must be performed in respect of the given timeframe - persistent, focused on

• Customer and service orientated - as well as a high degree of initiative and resilience