Job Information
Carrier Customer Service Specialist in Lewisburg, Tennessee
Country:
United States of America
Location:
CAT08: ICP-Lewisburg, TN 650 Heil-Quaker Ave, Lewisburg, TN, 37091 USA
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.
If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you. We are seeking a motivated, process-oriented individual in our Lewisburg, TN location. This position will be responsible for providing customer service to a select group of distributors. You will utilize email, phone, and written communications to assist customers with their questions; you will suggest product substitutions and provide alternative solutions to specific challenges. Come work in a fast-paced, high volume, team environment here you can leverage your leadership skills, decision-making abilities, and technical aptitude.
Key Responsibilities:
Handle all aspects of order management (including order maintenance) in accordance with the company’s order policy and daily report monitoring for accounts.
Adding and cancelling order lines
Phase in / phase out of appropriate models
Interaction with accounting, material master teams, credit, factory teams, Transportation Management (dashboard and TM team), operations, product management, warehouse, sales team, and management.
Customer interactions (internal and external) – email, phone calls, monthly call campaign, reporting, weekly/bi-weekly meetings – Salesforce capturing of interactions and case resolutions
Expediting/prioritizing orders and shipments
Assist with part identification.
Interactions with multiple factory and warehouse facilities.
Help customers determine proper product needs, manage deliveries, and provide suitable substitutions on orders.
Working with Product management and cross organizational communications
Product Bulletins
TM planning and Track and Trace interactions
Manage daily delivery releases and backlog using SAP (Load Build).
Support and review of DDL
Manual load creation in load build for jobsite shipments and SVC codes
Assist new and existing customers as they transition to new systems, policies, and procedures; provide “change management” support.
Onboarding, order reset, allocation, PIPO bot interaction, HVAC Partners tools which include COLTS (Project 44), Equipment Selection Program, eCom/Hybris ordering, Salesforce, ONE Portal, PIC, and Claiming and Sales reporting.
Work with customers to find alternative solutions when certain products are phased out or reach the end of their product life cycle. Work with Scheduling and Factory staff to minimize issues and obsolescence.
Excess list, discount/inventory reduction list, distributor dashboard, D2D, alternate brands, alternate facilities, factory direct.
Required Qualifications:
- Bachelor’s Degree with 1+ years of customer service experience in a call center environment utilizing a CRM (Customer Relationship Management Software) OR an Associate’s Degree with 3+ years of customer service experience in a call center environment utilizing a CRM (Customer Relationship Management Software) OR a High School Diploma or GED with 5+ years of customer service experience in a call center environment utilizing a CRM (Customer Relationship Management Software)
Preferred Qualifications:
Background in Residential and Commercial HVAC applications, products and systems is desired.
Experience working in SAP is desired.
Experience working in Salesforce is desired.
Proficiency in Microsoft Office products (Strong Excel Skills requirement)
Superior follow-up and follow-through skills.
Strong verbal and written communication skills; exceptional interpersonal skills.
Ability to analyze unlike information and draw conclusions/recommendations
High degree of self-motivation to recognize, address and improve business practices.
Sense of urgency, self-initiative, commitment, and sense of ownership.
Honesty, dependable, accountability
Strong decision-making skills
Time management
Presentation skills – including the ability to use Zoom, Microsoft Teams, PowerPoint, etc.
Strong in Teamwork and motivation
Highly organized and flexible with the ability to prioritize multiple customers’ demands and requirements while meeting Company objectives.
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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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