Client Services Associate

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Client Services Associate

Carrier Australia

Pascoe Vale, Melbourne

Full time

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

With over a century of experience in the industry, Carrier has established itself as a market leader, by prioritising customer satisfaction and delivering cutting-edge solutions that meet our customers unique needs and requirements.

About the role

The Client Services Associate is for an established professional in Client Services, who can use their analytical thinking skills to provide a high level of services to our customers and contribute to revenue generation.

This position represents the first point of contact for Sensitech customers. You will resolve moderately complex inquiries, collect and analyze customer data to determine customer trends.

This position also makes recommendations for improving Client Services processes and is expected to escalate complex issues to management or key stakeholders.

Success in this position will require relationship building with external customers and internal cross-functional teams.    

Key Responsibilities:

• Act as a customer advocate to ensure timely delivery and engage in customer complaint process

• Engage with external customers for inbound queries relating products, orders, services, and outbound follow up communications

• Review customers’ purchase requests, processes sales orders in ADEPT and provide post sales follow up to make sure customers receive exactly what they need

• Troubleshoot in a timely manner customer related issues and complaints relating orders, services, products, and shipments

• Collect and consolidate information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services

• Use Salesforce with proficiency for customer relationship management

• Develop documentation for SOP, Special Handling and Knowledge Center

• Collaborate with Sales, Operations, Finance and oversea teams to ensure on time deliveries

• Act as a backup where needed in other regions, and any other tasks, as assigned

Requirements:

• Certificate or diploma in business administration or an industry-related field

• Possess a passion for customers

• Proven experience in customer facing roles

• An understanding of basic management approaches such as working scheduling, prioritizing, coaching and process execution

• Excellent computer skills (Word, Excel, Power Point, Internet) and previous experience using booking systems, ideally Adept and Salesforce

• Superior attention to details to accurately input data and navigate databases

• A positive and proactive attitude and the ability to work within a collaborative team environment

• Strong and effective communication skills, with the ability to influence and engage stakeholders

• Possess specialized knowledge of technical or operational practices – preferred

• Ability and desire to learn client base and industries – preferred

• Ability to work independently with minimal supervision – preferred

• Demonstrate passion, dedication, professionalism and proven execution – preferred

• Data analysis experience – preferred

Benefits

We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

• Attractive salary package + Supportive team environment

• Excellent job stability with a focus on career progression

• Training and development opportunities including access to Carriers’ Online Learning Platform

Our commitment to you

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback, and always challenging ourselves to do better.  This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action 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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