Customer Service Manager

About Carrier

Carrier Global 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, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive 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.

About the role
As a Customer Service Manager, you will play a key role in ensuring exceptional customer experiences by managing complex customer inquiries, resolving escalated issues, and supporting effective customer service operations. You will collaborate closely with Sales, Supply Chain, Production, and other cross-functional teams to improve service levels, strengthen customer relationships, and drive operational efficiency.

Key Responsibilities
As a Customer Service Manager, you'll be responsible for:

• Manage complex customer inquiries, escalations, complaints, and unresolved issues, providing effective solutions and recommendations.
• Oversee customer account information, ensuring accurate documentation, analysis, and communication.
• Identify and anticipate customer service needs, recommending improvements and facilitating customer training when necessary.
• Develop customer-facing materials and communications to address inquiries and support efficient service operations.
• Collaborate with Sales, Supply Chain, Production, Shipping, and Warehouse teams to ensure customer requirements and established service levels are met.
• Provide after-sales support and assist with customer contracts when required.

Requirements
We are looking for experienced customer service professionals with strong problem-solving, communication, and customer relationship management skills. If this is you, get in touch.

As a minimum you must have:

• Bachelor's degree or equivalent.
• A minimum of 7 years of relevant professional experience.
• Advanced knowledge of customer service operations and customer account management.
• Experience handling complex customer inquiries, escalations, and complaint resolution.
• Strong communication and collaboration skills, with the ability to work effectively across multiple functions.

Although not necessary, it would be nice if you have:

• Experience in manufacturing or industrial environments.
• Experience working with Supply Chain, Sales, Production, and Logistics teams.
• Experience providing after-sales support and managing customer contracts.

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.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [email protected]. We will make every effort to meet your needs in accordance with applicable laws.

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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