Customer Care Associate with French, Spanish, Italian or German

Role: Customer Care Associate with French, Spanish, Italian or German

Location: Prague

Contract type: full time

About Carrier

At Carrier we make modern life possible by delivering innovative and sustainable ground-breaking systems and services that matter for people and our planet. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. This is why we come to work every day. And we do it The Carrier Way.

Join us and we can make a difference together.

About the role

The Customer Care Associate is responsible for establishing long-term professional relationships with colleagues and Sensitech’s customer base.  The role requires proven sound decision making and interpersonal skills in support of business growth.  The senior professional will have experience in successfully implementing customer-focused initiatives and establishing proactive customer outreach programs.  S/he will also have strong cross-functional collaboration skills and demonstrate the ability to work independently.  The ability to be an internal resource with a positive and practical approach is required to help guide the department to meet goals.  The position requires an all-in approach and willingness to roll up sleeves and collaborate across the organization.

Benefits

We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.

Among the many benefits, Carrier offers Exciting innovative environment, possibility for further development and international career opportunities, high-profile team, daily use of English and other foreign languages, language courses, Competitive remuneration and other benefits (meal vouchers, contribution to life or pension insurance, holidays etc.), Flexible working hours, possibility for home office, personal days off.

Duties include, but are not limited to:

• Customer & Product Support
  • Troubleshoot logistic, product and procedural issues by proactively researching and leveraging internal resources
  • Act as a customer advocate by proactively making decisions to ensure timely delivery
  • Engage with Quality and customers regarding quality procedures
  • Actively participate with remote Client Services teams to establish processes and improve efficiencies
  • Proactively engage with other Support Services teams to broaden knowledge of customer programs in an effort to share information among Support Services
  • Participate in customer program rollout and disseminate pertinent information throughout the Support Services teams
  • Proactively reach out to customers as necessary and guide Client Services department on customer communication

• Order Support
  • Purchase Order/Contract review; order qualification; post sales follow up; customer and program engagement; coordination with Sales, Program Management, other Support Services teams and Supply Chain
  • Field inbound communication regarding customer inquiries and orders
  • Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication
  • Acts as point of contact for daily Operations requiring prioritization or procedure related questions

• Lead qualification and follow up with Sales
• Quote Management
• Account Set Up & Management relating to:
  • Customer Relationship Management & ERP database maintenance
  • Coordinate with Sales and customer to enter appropriate account information

• Return Materials Authorization for post-sale services and arrange reverse logistics
• Coordinates and participates in training of new employees
• Complete projects with little supervision and/or direction
   

QUALIFICATIONS

• Fluency in English an additional language (French, Spanish, Italian or German) must have
• University degree in Business or related field
• Minimum of 5 years’ experience in customer relationship and customer operations role with progressive responsibilities
• Experience with Quality Management Systems
• Professional written and verbal communication skills are required to clearly convey ideas, information, and concepts
• Proven ability to influence and interact with all levels of organization
• Experience with an ERP/CRM database and superior attention to detail to accurately input data and navigate a database are required
• Experience working with international customers
• Ability and desire to learn client base and industries
• Ability and desire to succeed in a cross-func