Customer Care Team Lead

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. 

Position Summary

The Customer Care Team Lead serves as the primary point of contact for customers while leading and supporting a small Customer Care team. This role combines hands-on customer service responsibilities with day-to-day team supervision, ensuring excellent service delivery, efficient case management, and strong cross-functional collaboration.

As the central liaison between customers and internal departments - including Sales, Supply Chain, Operations, and Finance - the Team Lead ensures a seamless customer experience from onboarding through post-sales support. In addition to managing key customer accounts and complex cases, the role is responsible for coaching team members, monitoring performance, improving processes, and fostering a customer-centric culture.

The position supports the company's strategic objectives, including on-time delivery, high Net Promoter Score (NPS), operational excellence, and continuous improvement.

Key Responsibilities

• Serve as the primary point of contact for customers, managing inquiries, requests, and escalations with professionalism and accuracy.
• Act as the key liaison between customers and internal departments (Sales, Supply Chain, Operations, and Finance) to ensure effective communication regarding pricing, inventory, logistics, order planning, credit management, payments, and other customer needs.
• Manage customer tickets and cases through Salesforce, ensuring timely resolution in line with defined service levels.
• Process customer orders in the ERP system accurately and efficiently.
• Issue quotations and maintain customer pricing information.
• Maintain ERP master data, including customer accounts, price lists, and part codes.
• Onboard customers to the e-Commerce platform and provide ongoing account support.
• Handle customer complaints, returns (RMA), and other post-sales support activities.
• Create Order Special Requirement (OSR) and Packaging (PKG) documentation.
• Support sustainability initiatives, including take-back programs.

• Supervise the daily activities of the Customer Care team, ensuring workload is balanced and customer requests are handled efficiently.
• Coach, mentor, and support team members to promote high performance, accountability, and professional development.
• Monitor individual and team performance against established KPIs and service standards.
• Assist with onboarding and training of new Customer Care employees and provide ongoing coaching to existing team members.
• Act as the first point of escalation for complex customer issues, working with internal stakeholders to achieve timely resolution.
• Foster a collaborative, customer-focused team environment while encouraging continuous improvement.
• Identify process improvement opportunities and support the implementation of best practices to enhance customer satisfaction and operational efficiency.
• Coordinate team priorities and provide support during periods of high workload or absence.

• Participate in cross-functional projects and process improvement initiatives.
• Complete assigned projects with minimal supervision.
• Ensure compliance with company policies, procedures, and quality standards.
• Prepare reports and provide updates on customer service performance and operational metrics as required.
• Perform other duties as assigned.

Requirements

• Previous experience in a Customer Service, Customer Care, or Order Management role.
• Fluent English – verbal and written.
• Experience leading or supervising a customer service team.
• Strong customer focus with excellent communication and problem-solving skills.
• Proficiency in Salesforce, ERP systems, and Microsoft Office applications.
• Ability to manage customer escalations and work effectively with cross-functional teams.
• Experience monitoring KPIs and driving continuous improvement initiatives.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Preferred:

• Bachelor's degree or equivalent experience.
• Experience in a manufacturing, distribution, or technology environment.

Pay Range

  Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.      

Other Compensation [select the applicable pay grade level for the role]:

This position may be entitled to short-term cash incentives, subject to plan requirements.    

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. 

Equal Treatment and Non-Discrimination

Carrier is committed to equal treatment and non-discrimination principles.  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability, or any other applicable  protected class.  

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. 

Application Deadline:

Applications will be accepted for at least 3 working days from Job Posting Date.

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Use of AI
Technology-enabled tools may support parts of the recruitment process, with oversight by people.

Pay Range: