Customer Service Associate

Carrier; Lewisburg (TN); On-site; USD 53,000 - 106,000; Full time

Benefits offered by this job

Health care benefits

Retirement benefits

Paid time off

Disability benefits

Life insurance

Tuition assistance

Job summary

Carrier is seeking a Customer Service Associate in the United States to be the first point of contact for customers, handling inquiries, orders, and communications with internal teams using Salesforce.

The role requires a high school diploma and at least five years in customer service or order management, with SAP or Salesforce experience preferred; HVAC knowledge is a plus. Competitive salary and benefits are provided.

Qualifications

• Minimum five years of experience in customer service or order management in a high-volume setting using CRM.
• Ability to communicate professionally with customers and internal teams.
• Experience with SAP, Salesforce, or similar order-management systems.
• HVAC industry experience preferred.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and Salesforce.
• Maintain knowledge of product changes to support customers.
• Manage customer accounts when Account Managers are unavailable, ensuring uninterrupted service.
• Perform order entry and maintenance following established processes.
• Proactively follow up on issues and escalate when needed.
• Participate in team meetings and training for continuous improvement.

Skills

Customer service

Order management

CRM systems

SAP

Salesforce

HVAC industry

Microsoft 365

Education

High school diploma or GED

Tools

Salesforce CRM

SAP

Microsoft 365

Job description

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 safe transport of food, lifesaving 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 on Carrier social media at @Carrier.

We are seeking a customer-focused, detail-oriented, and solution-driven Customer Service Associate to join our team. In this role, you will be the first point of contact for our customers, helping to resolve inquiries, provide information, and ensure a positive experience with our products and services. As a Customer Service Associate, you will be responsible for maintaining orders, handling customer inquiries, and ensuring timely and accurate communications with internal teams and customers. In this role, you will take on the management of customer accounts in the absence of Account Managers and will be expected to take ownership of tasks, demonstrate initiative, and work collaboratively with a team of high performers to deliver outstanding customer service.

Key Responsibilities

• Respond promptly, professionally, and empathetically to customer inquiries by phone, email, and Salesforce, ensuring all interactions are accurately documented in Salesforce.
• Maintain current knowledge of product changes and key business information to effectively support customers.
• Assume responsibility for customer accounts when Account Managers are unavailable, ensuring uninterrupted service, accurate order maintenance, complete documentation of account requirements, and coordinated communication with internal teams.
• Perform order entry, order maintenance, mass order changes, and follow-up activities in accordance with established processes and policies.
• Proactively follow up on customer and order-related issues, driving timely resolution and escalating unresolved concerns to the appropriate internal contacts when needed.
• Contribute to team goals and participate in team meetings and training sessions as required to support departmental effectiveness and continuous improvement.

Required Qualifications

• High school diploma or GED.
• Minimum of five years of experience in customer service, order management, or a comparable high-volume operational environment utilizing CRM systems.

Preferred Qualifications

• Demonstrated ability to deliver consistent service while maintaining process accuracy, responsiveness, and accountability.
• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with customers and internal teams.
• Demonstrated ability to take ownership and collaborate effectively across functions to resolve or prevent issues.
• Strong organizational skills, dependability, and discipline in following established policies and processes.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Experience with SAP, Salesforce, or similar order management and customer relationship management systems.
• Experience in the HVAC industry or product-based customer service roles.
• Intermediate proficiency with Microsoft 365 applications.

Pay Range

The annual salary for this position is between $53,000.00 - $106,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation

Thisposition may be entitled to short-term cash incentives, subject to plan requirements.

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

The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

Carrier EEO Statement and Accommodations Process

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, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

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.

Application Deadline

Applications will be accepted for at least 3 days fromJobPosting Date: 1 September 2026

Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.