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.

The Global Security Products (GSP) group at Carrier Climate, Controls & Security develops a comprehensive product portfolio to protect buildings, people and assets; providing innovative security products that include sophisticated software and hardware, IP solutions, wireless communications, electronic locking systems, and mobile applications. Among its leading brands are LenelS2, Supra and Onity offering robust security and life safety systems, and affordable, flexible lock and key management solutions.

About this role

This position is for an assistant Customer Service representative who is under immediate supervision. Assists with answering basic customer inquiries on product availability, maintenance, the status of orders, process orders and RMA requests in Oracle. Responsible for developing basic skills in the execution of existing procedures. Uses detailed instructions to accomplish assigned tasks.

Key Responsibilities

• Answer incoming phone calls and email messages from customers for the following functions:
• Order Processing / Order Status
• Return Materials Authorizations
• General Customer Inquiries
• Effectively resolve sensitive situations involving customer discrepancies
• Perform order entry and respond to order inquiries from customers
• Facilitate processing of return materials authorizations
• Communicate and coordinate with internal departments acting as a liaison for our customers
• Provide product pricing
• Maintain required quality levels for phone and data entry activities
• Follow pre-defined procedures to identify, evaluate and solve customer issues
• Other tasks as assigned

Required Qualifications

• High School Diploma or GED
• 1+ years’ of experience with Microsoft Office Suite
• 1+ years’ of experience with supporting customers via phone or email

Preferred Qualifications

• Excellent listening skills and ability to assess and respond to customers’ needs
• Strong working knowledge of Excel
• Be able to effectively communicate with customers via telephone and email
• Detail-oriented with the ability to keep accurate records of communication with customers
• Knowledge and use of CRM System
• Familiar with using an ERP System

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