About Carrier
Carrier Integral 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 ana

📌 Contact Center Agent (Monterrey)
🏢 Carrier
📍 Monterrey