Senior Manager, Applied Customer Service

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. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

This role is a great fit for you if you thrive in a fast-paced environment, excel at building relationships, and have outstanding customer service. This is the ideal role for those that are results-oriented and are adept at handling all aspects of customer service.

About This Role:

This position manages a small team of intermediate or experienced professionals in Customer Service in our North American Commercial HVAC business.  Will be responsible for establishing objectives and guidelines for efficient and high-quality services.  Will liaise with product line management, handle escalated client problems, and will drive changes to Customer Service policies to ensure improvement and effectiveness.

Key Responsibilities

• Define, capture and improve key applied equipment order management and customer communications KPI’s in Sales Force (SFDC).
• Manage a team responsible for keeping customers informed and advised of order status through proactive communication via phone, email and web-based initiatives.
• Manage processes that enable the team to provide front line order status support to field sales channels, customers and other departments.
• Act as the voice of the customer to internal factory Operations teams.
• Coordinate with Transportation, Logistics, Supply Chain, Manufacturing and Distribution functions to help ensure on-time delivery.
• Interact daily with key Carrier customers, distributors and direct sales offices, as well as Carrier factories, logistics and product teams to continually improve upon the customer experience.
• Ensure the tools required for each person’s success are readily available.
• Lead the development of the team to provide career growth and skill enhancement.
• Participate and lead projects to drive customer experience for Commercial business.
• Drive process improvement culture within the team along with utilization of lean tools.
• Provide strong leadership to the team to drive performance, engagement and accountability within the team.

Required Qualifications:

• Bachelor’s Degree
• 5+ years leading customer service or order management teams
• 3+ years of experience working in a manufacturing/distribution environment
• 3+ years of experience in managing virtual employees

Preferred Qualifications

• Master’s Degree or Project Management Certification in business or related discipline
• Experience within the HVAC industry
• Demonstrated successful experience in change management
• Project Management experience driving process improvement
• Extraordinary interpersonal skills and customer focus
• Experience with Salesforce and SAP
• Comprehensive knowledge of MS Office software applications (Word, Excel, PowerPoint, Outlook)
• High attention to detail
• Team oriented and ability to work in a dynamic environment
• Experience with Customer Portals and AI technology
• Ability to Travel when required for business and customer meetings.

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Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act. 

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