Customer Service Analyst

Carrier; Tennessee; On-site; USD 40,000 - 60,000; Full time

Job summary

Carrier is looking for a Customer Service Analyst to support customers through our Customer Care Center. This role involves managing daily transactions in SAP, handling order management, and assisting customers in transitioning to new systems and policies.

The ideal candidate has a high school diploma, with 2+ years of data analysis experience and customer service expertise.

Qualifications

• 2+ years of experience analyzing/reviewing data.
• 1+ years of customer service experience.

Responsibilities

• Manage daily transactional processing in SAP.
• Handle all aspects of order management.
• Assist customers with transitioning to new systems.

Skills

Data analysis

Customer service

Problem-solving

Communication

Excel proficiency

Education

High school diploma/GED

Tools

Salesforce

SAP

Microsoft Office

Job description

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

We have an exciting opportunity for a Customer Service Analyst in our Customer Care Center. You must be a motivated, process-oriented individual in order to be a part of our Customer Care Center to support our customers via telephone and written communications. This position will be responsible for assisting customers with credits and debits that are claimed thru the National Account Programs.

Key Responsibilities

• Manage daily transactional processing in SAP in accordance with company policies.
• Statement reviews, daily report, and email monitoring.
• Handle all aspects of order management (including order maintenance) in accordance with the company’s order policy and daily report monitoring.
• Manage all aspects of customer accounts including order review and dispute resolutions.
• Assist new customers as they transition to new systems, policies and procedures; provide 'change management' support.
• Work with Material Master and Pricing teams on materials that need correcting.
• Assist customers with questions and find alternate solutions to customer issues.
• Dispute management and resolution.
• Testing and assistance with new processes and programs.
• Automation report preparation and validate automation invoices processed in SAP.

Basic Qualifications

• High school diploma/GED
• 2+ years of experience analyzing/reviewing data.
• 1+ years of customer service experience.

Preferred Qualifications

• Working knowledge for Salesforce and SAP is desired.
• Proficiency in Microsoft Office products (position is heavy Excel usage)
• Superior follow-up and follow-through skills.
• High degree of self-motivation to recognize, address and improve business practices.
• Sense of urgency, self-initiative, commitment, and sense of ownership.
• Highly organized and flexible with the ability to prioritize customers’ demands and requirements while meeting company objectives.
• Must be professional, courteous, and respectful towards customers and co-workers.
• Outstanding problem-solving skills and exemplary attention to detail.
• Strong communication skills including the ability to interact with customers and internal departments.
• Ability to handle stressful situations and deadlines with professionalism and a consistently calm demeanor.
• Ability to collaborate and work well with other team members.