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.

• Partners with Account management, sales, and supply chain functions to implement new customer-centric programs for parts stocking, procurement, and reporting.
• Assists with onboarding and training for new accounts to ensure successful account transition and business performance, regularly follows up in partnership with sales to ensure successful account relationships.
• Establishes and maintains reporting and performance structures for internal and customer-facing metrics.
• Makes recommendations and works across functions to improve productivity, quality, and efficiency of operations.
• Works across the organization to drive efficient parts operations.
• Manages first-line supervisor(s) who are responsible for managing the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and e-mail.
• Develops and monitors the application of operating systems, including policies and procedures, operating structure, and information flow.
• Establishes, implements, and maintains administrative and technical procedures to provide responsive service to customers.
• Requires expertise in best practices in a wide range of supply chain functions and their relationships.
• Requires a broad understanding of process best practices, barriers to implementation, and the highest level of problem-solving ability.

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Requires at least 8 years of related experience in customer relations, business management, and/or contact center management.
• Requires at least 3 years of experience as a manager.
  Advanced customer service skills, including communication, de- escalation, and negotiation.
• Project management or process improvement skills are desired.
• Basic understanding of industry and product.
• Knowledge of contact center operations required.
• Proficiency with SAP products a plus.
• Proven ability to coach and develop teams.
• Ability to drive results and address performance issues in a timely manner.
• Excellent written and verbal communication skills, including effective listening.
• Ability to build credibility through cross-functional relationships and influence others.

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $89,600 to $117,600 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for an annual bonus in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us! 

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.