Sr. Customer Service Associate

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 safe transport of food, lifesaving 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 on Carrier social media at @Carrier.

About This Role

The Transicold Container Refrigeration team seeks an experienced professional in Customer Service. This role involves supporting Global business needs for Global Genset and North America Reefer equipment sales and deliveries, along with strong customer relationship management. The candidate will support Global Sales teams from quotation through order processing, working closely with Athens Factory and Warehouse, while building strong key customer relationships.  Ability to take initiative and collaboration with internal Legal, Logistics and Operations teams is key to success. Main job functions are order entry, sales order processing and shipping.

Works independently within the Genset business team to ensure customer deliveries of equipment for Global Genset and North America Reefer. Responsible for ensuring equipment is shipped and delivered per contract and roadmap. This role requires a self-starter who takes initiative and can work independently within the team, while understanding when to escalate. 

Key Responsibilities

• Support Customer enquiries from Quotation stage through Order processing, including shipment planning and invoicing review and submittal. This could involve freight, tax, finance, credit, Accounting and service/warranty related aspects as needed

• Arrange equipment shipments with nominated providers per the WHQ Routing Guide. Shipment involves working closely with Athens for Global Genset product and Singapore for Reefer product for North America as needed. Role includes issuing release instructions for Domestic shipments and entering the booking request for Gen Set Exports on relevant system portal.  Role also includes providing shipment notices to customers after each load is shipped. Additionally, for Genset could include providing CARB emissions reports as needed, which is obtained from factory.

• Liaise with relevant legal teams for contract reviews. Example LATAM legal for North America contracts. This could involve initiating internal review in case of standard contracts.

• Report on a regular cadence to Sales and leadership teams for Orders received, Finished goods etc. Key part of the role is maintaining Genset Sales/shipment roadmap with relevant details.

• Develop relationships with key customer personnel, including those involved with shipment planning. This involves working in close alignment with the Key customer account managers.

• Possible travel 10% of time to Carrier’s Athens, Georgia factory to support any special events.

Required Qualifications  

• High School Diploma OR GED with 8+ Years of Customer Service experience or Associate’s Degree with 3+ Years of Customer Service Experience.

• 2+ Years of experience with HVAC or Refrigeration Shipping Industry

Preferred Qualifications

• Bachelor’s Degree

• English as primary language. Ability to communicate effectively in English in a business environment.

• Strong communication skills

• Able to work independently with colleagues via mail and other digital means.

• Experience working with Microsoft Office (Excel, PowerPoint, Word), JDE, Baan LN, Salesforce, Docusign, DHL Capacity Connect as apps used to execute the role

• Working knowledge with the Spanish language

Pay Range

Other Compensation

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives

• Retirement Benefits

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account

• Tuition Assistance

To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

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.

Application Deadline

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Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.