Job Description

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

We are currently seeking a Tier 2 Customer Service Associate supports Tier 2 Customer Service Representatives in all aspects of order management. You will utilize internal tools, email, and phone to assist customers with their questions; you will suggest product substitutions and provide alternative solutions to specific challenges. The ideal candidate will be a team-oriented, customer-focused and proactive critical thinker who is looking for an opportunity to join a diverse organization.

Key Responsibilities:

• Support CSR in all aspects of order management
• Maintain shared mailbox functions (response to inquiries, order entry, research, maintenance, follow-up, Material master interactions, inventory inquires, and shipment follow up)
• In-house and MRO mailbox
• In-house order include advertisement, government orders, special events, and no charge with cost account from internal directives
• Midea shared Salesforce Queue
• Order entry, maintenance, and shipments
• Container Directs
• Order entry, container utilization, maintenance, communications
• Consignment
• Daily and monthly consignment maintenance, ZKR serial fixes, daily sales reconciling, ZKE sales order force process, file cleanup, force invoicing, inventory team interactions and cleanup
• Add on mailbox
• Order entry, maintenance, and communications
• MRO Box Coverage
• Customer assistance with email inquiries, work with CSR and RBM, research, price and availability, PO status, Sub parts
• Account Coverage
• Daily account manager duties
• Maintenance, customer calls, email, orders, reports, TM interactions, Track and Trace, communicate with planning, production, pricing, accounting, recommunication’s with CSR before they are away, post communication follow-ups
• Communication with Tier 1 for PIPO questions, order entry inquires, and Price and availability follow ups
• Win Shuttle
• Order files, D2D, and prioritizations

Required Qualifications:

• HS Diploma or GED

• 5+ years in customer service

Preferred Qualifications:

• Prior customer service experience, preferably in this customer account/project management environment.
• Background in Residential and Commercial HVAC applications, products and systems is desired.
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Five9).
• Experience working in SAP is desired.
• Experience working in Salesforce is desired.
• Proficiency in Microsoft Office products (strong knowledge of Excel)
• Superior follow-up and follow-through skills.
• Honest, dependable, accountable
• Strong verbal and written communication skills; exceptional interpersonal skills.
• Ability to analyze unlike information and draw conclusions/recommendations
• High degree of self-motivation to recognize, address and improve business practices.
• Sense of urgency, self-initiative, commitment, and sense of ownership.
• Highly organized and flexible with the ability to prioritize customers’ demands and requirements while meeting Company objectives.

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