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.

About this role:

This position will be responsible for assisting customers with credits and debits that were claimed due to shipping issues, product damages, returns or pricing differences. This role will be assisting the customer with their questions and providing options and alternatives tailored to the situation. Additionally, this individual will work in a fast-paced environment where they will leverage leadership, decision-making abilities, and technical aptitude.

Key Responsibilities:

• Processing all shipping and miscellaneous claims for Distributor Accounts with a focus on Equipment Claims
• Manage all aspects of claims management in accordance with the company’s shipping policy and daily report monitoring
• Assist in Change Management efforts with Distributors and promotion of self-service tools
• Assist ICP distributors with claims questions and issues as needed
• Managing customer experience utilizing salesforce case studies to provide Voice of Customer feedback and service data.
• Processing Win shuttle scripts for order/claiming maintenance.
• Assisting with new employee training
• Review and update standard work regularly
• Testing and assistance with new processes and programs
• Dispute resolution – working with CBS team to resolve customer claims

Basic Qualifications:

• High school diploma/GED
• 2+ years of customer service experience
• 6+ months of experience handling claims

Preferred Qualifications:

• Ability to analyze unlike information and draw conclusions/recommendations
• Presentation skills – using programs such as PowerPoint, zoom, Microsoft teams, etc.
• Multifunctional – multitasking and driving multiple topics at once
• Prioritization skills
• Strong verbal, written and inter-personal communication skills
• Proficiency in MS Office tools
• High degree of self-motivation to address and improve business needs.
• Sense of urgency, self-initiative, commitment, and sense of ownership is a must.
• Superior follow-up and follow-through skills
• Highly organized and flexible with the ability to prioritize their individual time while balancing customer’s demands and requirements to meet company objectives and goals.
• Working knowledge of SAP, C10, Microsoft Office applications/ strong in excel, as well as Salesforce and HVAC Partners websites

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