Client Service Associate

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.

About this role:

The Client Service Associate is responsible for providing customer care to Sensitech’s client base. The service-oriented Associate will use their analytical thinking skills to provide a high level of service to our Life Science customers. Success in this position will require relationship building with external customers and internal cross-functional teams.

Key Responsibilities

• Account Set Up & Management relating to:
  • Customer Relationship Management & ERP database maintenance
  • Coordinate with Sales and customer to enter appropriate account information
• Order Support
  • Purchase Order/Contract review; order qualification and processing; post sales follow up; customer and program engagement; coordination with Sales, Professional Services and Supply Chain departments
  • Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication
  • Phone support – field inbound calls regarding customer inquiries and orders
• Quote Management
• Customer & Product Support
  • Troubleshoot logistic, product and procedural issues
  • Act as a customer advocate to ensure timely delivery and engage in customer complaint process
  • Actively participate with Client Services team to establish processes and improve efficiency
  • Add value to internal and external customers
• Proactive Outbound Follow Up Communication
  • Support program/project compliance
  • Revenue generating calls to existing customers (relationship calls)
  • Information gathering.  The ability to talk to our customers and learn about their business
• Lead qualification and follow up with Sales
• Return Materials Authorization for post-sale services
• Complete projects with little supervision and/or direction
• Other tasks as assigned

Basic Qualifications

• High school diploma/GED
• 3+ years of experience with ERP system (including CRM, Sales Order Entry, Credit Return modules and inventory/purchasing modules).
• 3+ years of experience with Microsoft Office Suite
• 3+ years of experience in the operations, logistics, life sciences, medical or manufacturing and distribution industries

Preferred Qualifications

• Bachelor’s Degree
• Ability and desire to succeed in a cross-functional working environment required
• Ability and desire to learn client base and industries
• Experience working with international customers
• Ability to work independently with minimal supervision
• Demonstrate passion, dedication, professionalism and proven execution
• Professional written and verbal communication skills to clearly convey ideas, information, and concepts
• Superior attention to detail to accurately input data and navigate databases

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