Bilingual Contact Center Agent - Distributor Support & SAP

Carrier Global Corporation; Monterrey (Batáquez); Híbrido; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Carrier Global Corporation is seeking a Contact Center Agent to support distributors with HVAC replacement parts. You will troubleshoot, manage orders in SAP/CRM, and collaborate across teams to ensure timely, accurate service.

English/Spanish bilingual required; high school diploma with 1–3 years in customer service preferred. Responsibilities include handling escalations, coordinating with supply chain, providing order status, and maintaining records.

Formación

• High school diploma or equivalent; associate degree preferred.
• 1–3 years of customer service experience, preferably supporting distributors.
• Working knowledge of SAP or similar ERP systems for order entry, pricing, inventory checks, and account research.
• Proven ability to work in fast-paced, high-volume environments and adapt to change.
• Bilingual fluency in English and Spanish, both written and verbal.

Responsabilidades

• Serve as the primary point of contact for distributors, building strong relationships and ensuring satisfaction.
• Handle escalations and resolve complex issues by collaborating with Sales, Technical Support, and Supply Chain.
• Modify distributor orders accurately and efficiently in SAP or CRM systems.
• Assist customers with order background information and delays not visible in self-service tools.
• Respond to inquiries regarding part availability and lead times via cases and chat; support phone inquiries in the future.
• Coordinate with supply chain and inventory teams to confirm stock levels and expedite shipments.
• Provide shipping details, tracking information, and resolve delivery issues.
• Participate in Quality Assessment reviews and coaching to improve service.
• Maintain accurate customer records in CRM/ERP; support reporting and analysis to identify gaps.

Conocimientos

Customer service

Bilingual English/Spanish

Problem solving

ERP systems (SAP)

Educación

High school diploma

Associate degree preferred

Herramientas

SAP or similar ERP systems

Descripción del empleo

Carrier Global Corporation is seeking a Contact Center Agent to support distributors with HVAC replacement parts. You will troubleshoot, manage orders in SAP/CRM, and collaborate across teams to ensure timely, accurate service.

English/Spanish bilingual required; high school diploma with 1–3 years in customer service preferred. Responsibilities include handling escalations, coordinating with supply chain, providing order status, and maintaining records.