Account Order Manager

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.

Responsibilities:

• Confers with customers who contact the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints.
• Uses organization and product knowledge to address more difficult inquiries and provide follow-up.
• Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed.
• Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customer satisfaction is met.
• Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in training and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote various products/services to ensure business targets are met.
• May provide after-sales support for various client contracts.

Required Qualifications:

• High School diploma or GED
• 5+ years of Customer Service experience

Preferred Qualifications:

• BA/BS degree
• Strong interpersonal, analytical, and communication skills
• Sense of urgency, self-initiative, dedication, and sense of ownership is a must.
• Strong written and verbal communication skills with the ability to work cross-functionally with both internal and external contacts.
• Highly organized with strong attention to detail, while also able to handle multiple priorities.
• Experience in customer service.
• Capable of working in a fast-paced environment.
• Must be a highly motivated individual.
• Capable of making decisions to resolve issues immediately.
• Experience with defining, capturing, and improving key metrics.
• Knowledge of SAP and Microsoft Office.
• Salesforce experience a plus.
• Knowledge of HVAC products and marketing processes is highly desired
• Self-starter

RSRCAR

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