Carrier is a leading provider of HVAC, refrigeration, fire, security, and building automation technologies. These high-technology products and services enable modern life by delivering efficiency, safety, and security across several platforms!
This role is a great fit for you if you thrive in a fast-paced environment, excel at building relationships, and have outstanding customer service. This is the ideal role for those that are results-oriented and are adept at handling all aspects of customer service.
This position is for an established professional in Customer Service, who works under general supervision in responding to customer calls. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations for the update of procedures to improve Customer Service processes. Escalates complex issues to management.
Key Responsibilities
Interface and engage daily with Schedulers, Planners, Supply Chain and Logistics functions in our Charlotte, NC factory in order to facilitate order fulfillment and proactive customer communications of order status. Help ensure on-time delivery.
Provide front-line customer support and communication to sales offices, customers and factory Customer Service Reps.
Coordinate customer communications and serve as the Voice of Customer for Carrier’s Charlotte, NC factory.
Interact daily with key Carrier customers, distributors and direct sales offices, as well as Carrier factories, logistics and product teams to continually improve upon the customer experience
Track, set targets and improve upon response times and response quality.
Act as main point of contact for order status escalations and key projects.
Required Qualifications
High School Diploma / GED
1+ year experience in Customer Service
Preferred Qualifications
Bachelor's degree in Business or a related technical discipline
Experience within the HVAC industry
Experience in factory or manufacturing Customer Service setting
Experience with order systems, scheduling and warehousing
Extraordinary interpersonal skills and customer focus
Experience with Salesforce, CRM tools
Comprehensive knowledge of MS Office software applications (Word, Excel, PowerPoint, Outlook)
High attention to detail
Team oriented and ability to work in a dynamic environment
Sense of urgency, self-initiative, dedication and sense of ownership
Strong written and verbal communication skills
Highly organized with strong attention to detail; ability to handle multiple priorities
RSRCAR
#LI-OnSite
Carrier is a global leader in intelligent climate and energy solutions, pioneering sustainable innovations in climate technologies. Founded by Willis Carrier, the inventor of modern air conditioning, we have been shaping industries and enhancing lives for more than a century. With approximately 48,000 employees across 160 countries and more than 35 trusted brands, Carrier serves customers through four business segments: Climate Solutions Americas, Climate Solutions Europe, Climate Solutions Asia Pacific, Middle East & Africa and Climate Solutions Transportation. Our solutions enable healthier, more efficient and more sustainable environments in homes and buildings, and help ensure the safe transportation of food, medicine and vaccines. Grounded in our purpose—we continue to lead through relentless innovation and a deep commitment to customer success, delivering cutting-edge solutions that bring comfort, safety and sustainability to life. Carrier. For the World We Share.
