Sr. Customer Service Associate

Carrier • East Syracuse, NY

16d • $64,500 - $129,500 • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree