Customer Service Representative
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 role is for someone who would like to work within a fast-paced environment to coordinate and support the demands of both internal and external customers.
Key Responsibilities
Develop and manage customer relationships, and provide customer support with:
Same day order processing, complete and accurate
Continuous order management including expedite requests and on time delivery of equipment and /or information
Product returns through RMA system
Managing key customer accounts, including order review and billing
Coordinating shipments both domestically and internationally, completing the required shipping documentation and export compliance processes
Customer inquiry management involving other departments including planning, production, sales, quality, and factory support services
Effectively manage and escalate customer complaints, researching root cause and provide suggested corrective action to management
Perform RRCA on all customer credits issued and attach documentation to support credit
Maintaining accurate records and following standard work and processes
Logging customer communication and internal information through CRM
Working within the customer service department to ensure internal and external customer satisfaction
Cross train to manage other customer service roles to serve as back-up
Other tasks and responsibilities as may be assigned
Required Qualifications
High School Diploma or GED
2+ years of Customer Service Experience
Preferred Qualifications
Associates of Bachelor’s Degree
Solid track record of dispute resolution through good judgment and decision making skills
Positive and professional work ethic
Excellent computer skills, including knowledge of Windows and Microsoft Office (Word, Access, Excel)
Knowledge of Oracle - PSE1 or JD Edwards operating systems
International shipping documentation experience
Excellent communication skills, oral and written
Excellent interpersonal skills, and team work
Must be detail orientated, organized and able to work in a fast paced environment
Must be available to work varying hours depending on customer demand and geographic location
Ability to be forward thinking, multitask and troubleshoot
Knowledge of general and basic office etiquette and skills
Worked in a Manufacturing Environment
#LI-On-Site
RSRCAR