Contact Center Agent

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

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About the role

As a Contact Center Agent, you will play a crucial role in supporting our distributors by ensuring they receive accurate, timely, and high-quality assistance with HVAC replacement parts. Your work directly impacts customer satisfaction, operational efficiency, and distributor success. You will troubleshoot issues, manage orders, and collaborate across internal teams to ensure seamless service delivery.

Key Responsibilities

• As a Contact Center Agent, you’ll be responsible for: Serving as the primary point of contact for distributors, building strong relationships and ensuring satisfaction.
• Handling escalations and resolving complex issues by collaborating with internal teams (Sales, Technical Support, Supply Chain).
• Modifying distributor orders accurately and efficiently in SAP or CRM systems.
• Assisting customers with background information on orders and delays not visible in self-service tools.
• Responding to inquiries regarding part availability and lead times via online cases and chat, with future opportunity to support phone inquiries.
• Coordinating with supply chain and inventory teams to confirm stock levels and expedite shipments when necessary.
• Providing shipping details, tracking information, and resolving delivery issues.
• Participating in Quality Assessment reviews and coaching sessions to continuously improve service.
• Maintaining accurate customer records and communications in CRM and ERP systems.
• Supporting reporting and analysis to identify service gaps and improvement opportunities.

Requirements

We are looking for people who are customer‑focused, detail‑oriented, proactive, and skilled at problem‑solving in fast‑paced environments. If this is you, get in touch.

As a minimum you must have:

• 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 lead through change.
• Bilingual fluency in English and Spanish, both written and verbal.

Although not necessary, it would be nice if you have:

• Knowledge of HVAC products and aftermarket parts.
• Experience with order management and inventory systems.
• Ability to manage multiple priorities in a fast‑paced environment.

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Carrier is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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