National Planner Lead

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We are a global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

The role

The National Planner Lead plays a pivotal role in ensuring the seamless execution of service planning processes and workflows, enabling the Service Department to consistently deliver outstanding support to both external and internal clients. This role is responsible for the continuous evaluation and enhancement of planning functions in collaboration with the AFT Operations Leader, Strategic Operations Leader, and Branch Managers. This position demands a proactive leader with a strong focus on process optimization, team enablement, and customer- centric performance metrics. In this role you will be directly reporting to the Strategic Operation Leader.

Key responsibilities

We are looking for a team focused National Planner Lead with the ability to provide an excellent experience to internal client and our clients in the field. Therefore, you will;

• Refine and maintain the application process for SFDC and SMAX in consultation with the Strategic Operations Leader.

• Train planners and administrators on CRM usage and enhancements as they are introduced.

• Provide technical support to teams, resolving issues that cannot be addressed at the first level.

• Guide planners in scheduling and allocating technician work, including conversion and quoted jobs.

• Educate internal teams on CRM tools and principles to foster a customer-first culture.

• Support onboarding and continuous learning for roles that influence customer experience.

• Track and report on key customer metrics such as NPS, CSAT, and service quality indicators.

• Analyze customer sentiment and provide actionable insights and recommendations to leadership.

• Collect and act on customer feedback using tools like NPS, MFA, and various survey formats.

• Develop and maintain customer journey maps to visualize and improve the end-to-end experience.

• Identify friction points in the customer journey and propose service or process improvements.

• Collaborate with cross-functional teams (e.g., operations, sales, IT) to align internal processes with customer expectations.

• Support Carrier Operating System initiatives such as “no defects passed to customers” and “meet the customer’s exact order ASAP.”

• Manage customer relations by responding to incoming emails and resolving queries within SLA targets (24 hours for Level 1 & 2 customers, 48 hours for others).

• Monitor resource utilization and generate relevant reports.

• Provide planner task coverage during planner absences to ensure continuity.

• Coordinate the NPS program nationally, acting as the process owner and ensuring effective service delivery and feedback analysis.

Requirements:

To be successful in this opportunity as a minimum you must have:

• Previous experience in service administration or coordination, preferably in a similar industry.

• Proficient in using Service CRM and ERP systems and other relevant software applications.

• Excellent communication and interpersonal skills to ensure high quality training

• Strong organizational and multitasking abilities to manage various tasks concurrently.

• Attention to detail and accuracy in data entry and reporting.

• Ability to work under pressure and meet deadlines.

• Understanding of safety regulations and environmental health practices.

• Customer-focused mindset with a commitment to delivering high-quality service.

• Demonstrates a strong customer focus, prioritizing customer satisfaction and needs.

• Possesses excellent verbal and written communication skills, facilitating effective interactions with others.

• Exhibits good personal organization skills, enabling efficient handling of responsibilities and tasks.

• Shows self-motivation and initiative, taking proactive steps to achieve goals and contribute to the team.

• Demonstrates a strong problem-solving ability, effectively resolving challenges and finding solutions.

• Results-oriented and pays strong attention to detail, ensuring accuracy and quality in work.

• Proven success in organizing multiple and diverse tasks within a flexible working environment, adeptly managing various responsibilities

Benefits

• Attractive salary package + Full time opportunity

• Excellent job stability + Ongoing training and development opportunities

• Inclusive work environment + Supportive management team

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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