NA Strategic Accounts Supervisor

Job description

What Drives Success Responsible for the day-to-day operations of a team of representatives handling customer service requests and issues via telephone and email, primarily involved in quoting, order maintenance, and problem resolution. Conducts quality monitoring of calls and emails. Reviews reporting to identify performance gaps. Provides coaching and feedback to increase representative performance. Handles personnel activities, including hiring, training, development, payroll, corrective action, and performance evaluation.

May occasionally assist the team with quotes or order maintenance. Handles customer escalations and follows through to resolution. Acts as a liaison between sales and customer service. Supports the sales staff through regular meetings and communication. Ensures the department meets profit goals and controls operating costs.

What We Are Looking For

Requires a bachelor's degree or an equivalent combination of education and experience. Requires at least 5 years of related experience.Advanced customer service skills, including communication, de- escalation, and negotiation. Project management or process improvement skills desired. Basic understanding of the industry and product. Knowledge of contact center operations desired. Proficiency with SAP products is a plus. Ability to train, evaluate, and direct the work of assigned employees.

Excellent written and verbal communication skills, including effective listening. Advanced problem-solving skills and creative thinking. Ability to drive results and address performance issues in a timely manner.

Who We Are

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development.

Come, stay, and grow with us.