Customer Service Associate

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At Carrier we make modern life possible by delivering groundbreaking systems and services that help buildings, homes and the cold chain become more healthy, safe, sustainable, and intelligent. Our global team of dedicated employees continues to set industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in HVAC and refrigeration.

We are seeking a motivated and highly organized Customer Service Associate to join our team. This is a key role that requires a proactive, detail-oriented individual who thrives in a collaborative, fast-paced environment. As a Customer Service Associate, you will be responsible for maintaining orders, handling customer inquiries, and ensuring timely and accurate communications with internal teams and customers. In this role, you will take on the management of customer accounts in the absence of Account Managers and will be expected to take ownership of tasks, demonstrate initiative, and work collaboratively with a team of high performers to deliver outstanding customer service.

If you are ready to join a dynamic, team-oriented environment where your skills will make a significant impact, apply today. We look forward to hearing how your experience and abilities can contribute to the success of our customer service team!

Role Responsibilities

• Step in to manage customer accounts and guarantee continuity when Account Managers are unavailable or absent, ensuring customer service is not disrupted. This includes maintaining orders, accurate record of customer account requirements, and facilitating communication amongst internal teams for seamless order fulfillment.

• Support team and customers in all aspects of order management in accordance with order policies.

• Stay up to date on all product changes and key information to effectively assist customers.

• Maintain shared mailboxes for MRO and Midea channels in addition to container direct, consignment, and internal order management.

• Special project and mass order change execution.

• Handle customer interactions via email and phone, documenting all communication in Salesforce and ensuring timely follow-up and resolution of issues.

Required Qualifications

• High School Diploma or GED.

• 5 years of customer service experience in a call center or similar high-volume setting utilizing a CRM (Customer Relationship Management Software).

Preferred Qualifications

• Excellent communication skills—both verbal and written—able to interact professionally with customers and internal teams.

• Strong desire to provide outstanding customer service and a positive experience for distributors and clients.

• Proven ability to work effectively in a team-oriented environment and collaborate across departments to achieve common goals and maintain a positive work environment.

• High degree of organization, reliability, flexibility, and adaptability.

• Meticulous and thorough, ensuring all customer data, orders, and communications are accurate.

• Strong problem-solving skills and the ability to troubleshoot and resolve customer issues quickly and efficiently.

• Intermediate proficiency in Microsoft Excel.

• Familiarity with SAP or other order management systems is a plus.

• Experience in the HVAC industries or familiarity with product-based customer service roles.

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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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