Contact Management Representative / Indianapolis, IN Ingersoll Rand Security Technologies If you are interested in this position and meet the minimum requirements, please apply on-line and send your resume to Brett_Benson [at] irco [dot] com [dot] JOB SUMMARY: Portray a positive image for the Company by accurately addressing all customer inquiries in a professional and courteous manner.

Strive to continually improve the level of customer satisfaction through proactive communication and monitoring.

Act as a liaison between the customer and internal departments of Ingersoll Rand.

MAJOR ACCOUNTABILITIES: Communicate directly with customers via phone, e-mail, fax or mail to identify and resolve a wide variety of issues and inquiries regarding policies, availability, change orders, programs, and pricing.

Research, document and administer product warranty programs including credits, replacements, and return material authorizations.

Screen all international customer inquiries to ensure compliance with the required regulations and Ingersoll Rand policies and procedures.

Act as consultants to advise basic product application.

Represent the organization daily through customer contact and relationship-building.

Gather and document market information from the customer.

Work with internal departments to facilitate accurate account handling and to resolve customer issues.

Monitor customer accounts daily to proactively avoid customer issues.

Gather information for measurement, analysis and reporting.

Meet all service level agreements as set by management.

Additional duties as assigned by manager.

OBJECTIVES: Achieve or exceed operational goals and metrics as outlined under Individual Objectives, and assist in creating a culture of continuous improvement.

Achieve improvements in: Quality audit scores Contact management call metrics: total calls, available time, lost calls, and answer speed Customer returns due to Contact Management error Call reason coding MINIMUM REQUIREMENTS: Knowledge & Work Experience: LANGUAGE SKILLS: Ability to read and comprehend instructions, correspondence, and memos.

Ability to write correspondence.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS: Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.

Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

Education & Minimum Years of Experience: Below are the minimum requirements for this position.

High school diploma or GED and two (2) years of customer service experience.

Additional Skills (Computer/Technical): Microsoft Word, Excel PHYSICAL REQUIREMENTS (Travel, Hours of Work Required, ADA Implications, etc.): Hours of work required: 8:30am - 5:00pm Monday - Friday Physical/Mental requirements (ie lifting 30 lbs.): While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.

The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision, and ability to adjust focus.

The noise level in the work environment is usually moderate.

Travel % of time? N/A Personal Protection Equipment: N/A Environment Hazards: N/A Compensation and benefits package is highly competitive and reflects individual/team contribution.

We will only be able to respond to those applicants who most closely match our position criteria.

No telephone calls or Recruiters! We value diversity and Ingersoll Rand Security Technologies is an Equal Opportunity Employer!

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