Senior Supervisor, Customer Service

About Carrier

Carrier,globalleader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort,safetyand sustainability to life. Throughcutting-edgeadvancements in climate solutions such as temperature control, airqualityand transportation, we improve lives, empower criticalindustriesand ensure the safe transport of food, life-savingmedicinesand more. Since inventing modern air conditioning in 1902, weleadwith 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 mediaat @Carrier.

About This Role
If you thrive in a fast-paced environment and are looking for an opportunity to develop your supervisory and systems skills in a customer service environment, then we have a great opportunity for you.  We are seeking a motivated, process-oriented individual in Syracuse, NY to provide exceptional customer service leadership to Marine customers and team members.

Key Responsibilities:

• Supervise a small team of employees that perform customer service duties to ensure customer expectations are met

• Confers with customers by phone or electronically to provide information about products or services, and customer accounts

• Manage elevated customer concerns or complaints specific to unresolved issues to ensure quality services are delivered to customers

• Guide and assist team members with routine-to-difficult client problems and issues resolution when required to help them solve problems as well as to build capabilities

• Ensure that customer problems are addressed and resolved in a timely manner to ensure smooth operations

• Ensure that customer correspondence is properly documented in order to inform management of product issues that arise from known, identified problems

• Perform duties related to overall customer service including post-sales support

• Coordinate with Sales Reps to identify inside sales opportunities

• Serves as customer interface on product status and delivery

• Maintain knowledge of Carrier organization and products to provide the appropriate information and support to customers

• Consistently document customer service needs in order to identify patterns and maintain quality

Basic Qualifications:

• Associate’s degree or higher.

• 5+ years of customer service experience.

Preferred Qualifications (nice to have):

• 2+ years supervisory experience. (asset)

• Working knowledge of JDE, EPIC, SAP and Windchill systems is desired.

• Experience with residential and commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired.

• Proficient in MS Office (specifically Word and Excel).

• Excellent customer service skills.

• Negotiation skills and/or supply chain management experience

• Strong written and oral communication skills

• Strong analytical skills, accuracy and attention to detail.

• Self-starter; sense of urgency; strong organizational skills and ability to handle multiple tasks at one time

• Creative problem-solving skills

• Great interpersonal skills and customer focus.

• Team oriented and ability to work in a dynamic environment

• Adaptability and flexibility to seasonality and changing business demands is critical.

Additional information

• Immigration sponsorship is not supported for this position.

RSRCAR

Factors which may affect pay within this rangeinclude, but are not limited to,skills, education, experience,and otheruniquequalifications of the successful candidate.

Thisposition may be entitled to short-term cash incentives, subject toplanrequirements.

Pay Range:

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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