Sr. Manager, Customer Communications

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together. 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. 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 makes 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 SalesForce.com (SFDC). Act as key leader and single point of contact for executive and senior leadership project status escalations. Manage a small team of Customer Service Coordinators responsible for keeping customers informed and advised of order status through proactive communication via phone, email and web-based initiatives. Provides technical guidance to staff on the systems, standards, and mechanisms put in place to provide and monitor customer service performance and ensure that activities are efficient, consistent, reliable, and high quality. Manage processes that enable the team to provide front line order status support to field sales channels, customers and Factory Customer Service Reps. Act as the voice of customer to internal factory Operations teams. Manage demand planning and monthly shipment forecasts for HVAC Applied Equipment factories in Charlotte, NC and Monterrey, Mexico. Track and monitor factory forecast accuracy and demand bias. Lead the demand Sales, Inventory, and Operations (SIOP) function for North America Applied Equipment. 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. Required Qualifications High School Diploma / GED 3+ years of experience in Customer Service Preferred Qualifications Bachelor’s degree in business or related discipline Experience in customer service management Experience working in a manufacturing environment Experience within the HVAC industry Experience managing direct reports in the customer service environment Extraordinary interpersonal skills and customer focus Experience with Salesforce and other CRM tools 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 CRM Systems #J-18808-Ljbffr Carrier