Sr Assoc, Customer Svc

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.  

About the role

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 forthe update of procedures to improve Customer Service processes. Escalates complex issues to management

Key Responsibilities

• Communicate daily with customers to provide updated status on purchase orders, committed delivery dates, and demand-related requirements.
• Follow up on production orders to ensure compliance with established plans and proactively communicate potential risks or deviations.
• Monitor shipments and deliveries to ensure service commitments and on-time delivery targets are achieved.
• Utilize SAP to manage and track orders, inventory levels, material requirements, and operational inquiries.
• Review inventory levels and material availability to identify potential supply or fulfillment risks.
• Coordinate activities with Planning, Production, Purchasing, Logistics, and Order Release teams to ensure effective execution of operational plans.
• Escalate material shortages, capacity constraints, or production issues that may impact customer service performance.
• Generate reports and performance analyses related to inventory, delivery performance, backlog, and order fulfillment.
• Interact with customers via phone or electronic communication, providing information about products and services, discussing customer accounts, and resolving complaints.
• Use organizational and product knowledge to address complex inquiries and provide appropriate follow-up.
• Develop documentation and procedures to support the resolution of customer issues, requests, and complaints.
• Direct inquiries to the appropriate departments or personnel when necessary.
• Research available resources and information to provide customers with accurate and effective solutions.
• Collect and consolidate customer interaction data, analyze trends, and identify training and process improvement opportunities.
• Collaborate with Production, Sales, Shipping, Warehouse, and other departments to expedite or trace shipments.
• Promote products and services to support business objectives when applicable.
• Provide after-sales support for customer contracts as required.

Requirements

• Bachelor's Degree in Industrial Engineering, Manufacturing Engineering, Mechanical Engineering, International Business, International Relations, or a related field.
• 2 to 4 years of experience in Customer Service, Supply Chain, Production Planning, Logistics, or related areas.
• Experience interacting with customers and cross-functional teams to manage orders and ensure delivery commitments are met.
• Experience working with ERP systems, preferably SAP.
• Advanced English proficiency (written and verbal).

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.   

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at Carrier.Recruiting@carrier.com. We will make every effort to meet your needs in accordance with applicable laws.  

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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