Customer Service Assurance Associate

Country:
United States of America
Location:
CAN03: Carrier-Charlotte, NC 9701 Old Statesville Road, Charlotte, NC, 28269 USA
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. Enable qualified individuals with disabilities to perform essential functions.
This position is for an established professional in Customer Service, who works under general supervision in responding to customer email. 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 -

• HS Diploma or GED with 5+ years of experience in Customer Service or Associate's Degree with 3+ years of experience in Customer Service or a Bachelor's Degree.

PREFERRED QUALIFICATIONS -

• BS degree in Business or a related technical discipline
• Experience within the HVAC or construction industry
• Experience in factory setting Customer Service
• 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.

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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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