Client Services Associate

1 month ago

Pascoe Vale, Victoria, Australia Carrier Full time

About the Role

The Client Services Associate is a key position at Carrier, responsible for delivering exceptional customer experiences and driving revenue growth.

This role represents the first point of contact for our customers, requiring strong analytical skills to resolve moderately complex inquiries and collect customer data to identify trends.

As a Client Services Associate, you will also make recommendations for improving Client Services processes and escalate complex issues to management or key stakeholders.

Success in this role demands strong relationship-building skills with external customers and internal cross-functional teams.

Key Responsibilities:

  • Act as a customer advocate to ensure timely delivery and engage in customer complaint processes.
  • Engage with external customers for inbound queries relating to products, orders, services, and outbound follow-up communications.
  • Review customers' purchase requests, process sales orders in ADEPT, and provide post-sales follow-up to ensure customers receive exactly what they need.
  • Troubleshoot customer-related issues and complaints in a timely manner, relating to orders, services, products, and shipments.
  • Collect and consolidate information regarding customer interactions and transactions, analyze 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 overseas teams to ensure on-time deliveries.
  • Act as a backup where needed in other regions and perform 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.
  • Understanding of basic management approaches such as working scheduling, prioritizing, coaching, and process execution.
  • Excellent computer skills (Word, Excel, PowerPoint, Internet) and previous experience using booking systems, ideally ADEPT and Salesforce.
  • Superior attention to detail 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 Carrier's 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 what drives us forward at Carrier.

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