Sr. Customer Service Associate
Job Number: 11171
External Description:
About This Role
The Transicold Container Refrigeration team seeks an experienced professional in Customer Service. This role involves supporting Global business needs for Global Genset and North America Reefer equipment sales and deliveries, along with strong customer relationship management. The candidate will support Global Sales teams from quotation through order processing, working closely with Athens Factory and Warehouse, while building strong key customer relationships. Ability to take initiative and collaboration with internal Legal, Logistics and Operations teams is key to success. Main job functions are order entry, sales order processing and shipping.
Works independently within the Genset business team to ensure customer deliveries of equipment for Global Genset and North America Reefer. Responsible for ensuring equipment is shipped and delivered per contract and roadmap. This role requires a self-starter who takes initiative and can work independently within the team, while understanding when to escalate.
Key Responsibilities
Support Customer enquiries from Quotation stage through Order processing, including shipment planning and invoicing review and submittal. This could involve freight, tax, finance, credit, Accounting and service/warranty related aspects as needed
Arrange equipment shipments with nominated providers per the WHQ Routing Guide. Shipment involves working closely with Athens for Global Genset product and Singapore for Reefer product for North America as needed. Role includes issuing release instructions for Domestic shipments and entering the booking request for Gen Set Exports on relevant system portal. Role also includes providing shipment notices to customers after each load is shipped. Additionally, for Genset could include providing CARB emissions reports as needed, which is obtained from factory.
Liaise with relevant legal teams for contract reviews. Example LATAM legal for North America contracts. This could involve initiating internal review in case of standard contracts.
Report on a regular cadence to Sales and leadership teams for Orders received, Finished goods etc. Key part of the role is maintaining Genset Sales/shipment roadmap with relevant details.
Develop relationships with key customer personnel, including those involved with shipment planning. This involves working in close alignment with the Key customer account managers.
Possible travel 10% of time to Carrier’s Athens, Georgia factory to support any special events.
Required Qualifications
High School Diploma OR GED with 8+ Years of Customer Service experience or Associate’s Degree with 3+ Years of Customer Service Experience.
2+ Years of experience with HVAC or Refrigeration Shipping Industry
Preferred Qualifications
Bachelor’s Degree
English as primary language. Ability to communicate effectively in English in a business environment.
Strong communication skills
Able to work independently with colleagues via mail and other digital means.
Experience working with Microsoft Office (Excel, PowerPoint, Word), JDE, Baan LN, Salesforce, Docusign, DHL Capacity Connect as apps used to execute the role
Working knowledge with the Spanish language
Job Number: 30215204
Community / Marketing Title: Sr. Customer Service Associate
Location_formattedLocationLong: New York, US