About Carrier

Carrier General 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, the company improves lives, empowers critical industries and ensures the safe transport of food, life‑saving medicines and more. Since inventing modern air conditioning in 1902, Carrier has led with purpose: enhancing the lives we live and the world we share, supported by a world‑class, inclusive workforce that puts the customer at the center of everything we do.

About The Role

As a Contact Center Agent, you will support distributors by providing accurate, timely, and high‑quality assistance with HVAC replacement parts. Your work directly impacts customer satisfaction, operational efficiency, and distributor success through troubleshooting, order management, and cross‑functional collaboration.

Key Responsibilities

- Serve as the primary point of contact for distributors, building strong relationships and ensuring satisfaction.
- Handle escalations and resolve complex issues by collaborating with internal teams (Sales, Technical Support, Supply Chain).
- Modify distributor orders accurately and efficiently in SAP or CRM systems.
- Assist customers with background information on orders and delays not visible in self‑service tools.
- Respond to inquiries regarding part availability and lead times via online cases and chat, with future opportunity to support phone inquiries.
- Coordinate with supply chain and inventory teams to confirm stock levels and expedite shipments when necessary.
- Provide shipping details,



tracking information, and resolve delivery issues.
- Participate in Quality Assessment reviews and coaching sessions to continuously improve service.
- Maintain accurate customer records and communications in CRM and ERP systems.
- Support reporting and analysis to identify service gaps and improvement opportunities.

Requirements

We are looking for people who are customer‑focused, detail‑oriented, proactive, and skilled at problem‑solving in fast‑paced environments.

As a Minimum You Must Have

- High school diploma or equivalent; associate degree preferred.
- 1–3 years of customer service experience, preferably supporting distributors.
- Working knowledge of SAP or similar ERP systems for order entry, pricing, inventory checks, and account research.
- Proven ability to work in fast‑paced, high‑volume environments and lead through change.
- Bilingual fluency in English and Spanish, both written and verbal.

Although not necessary, it would be nice if you have

- Knowledge of HVAC products and aftermarket parts.
- Experience with order management and inventory systems.
- Ability to manage multiple priorities in a fast‑paced environment.

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.

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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📌 Contact Center Agent (Monterrey)
🏢 Carrier
📍 Monterrey