Customer Service Manager

hace 2 semanas


Santa Catarina, Nuevo León, México Carrier A tiempo completo
About the Role

This is a critical position within the Carrier organization, requiring a high level of visibility and collaboration across the organization. The Customer Service Manager will lead a team of experienced Field Service professionals, focusing on exceptional sales support and customer satisfaction.

Key Responsibilities
  • Lead and develop a customer service team to deliver exceptional sales support and customer satisfaction.
  • Interface and engage daily with Schedulers, Planners, Supply Chain, and Logistics functions to ensure seamless order management.
  • Support SIOP activities to drive sales, inventory, and operations planning.
  • Provide front-line customer support and communications, serving as the Voice of Customer internally.
  • Track and set targets to improve customer response times and response quality.
  • Function as the main point of contact for order status escalations and interact with all Carlyle customers and Carrier factory teams to continually improve the customer experience.
  • Coordinate, prioritize, and resolve issues encountered by a more experienced team or multiple teams.
  • Review escalated issues that will impact the business and provide recommendations for solutions.
  • Demonstrate a strong technical and product knowledge, managing a team according to established programs and objectives.
  • Contact customers, collect feedback, and establish and maintain a good relationship with key customers.
  • Respond to complaints from high-profile customers, lead the customer satisfaction investigation, and establish the appropriate improvement plan.
  • Coach team members to ensure operational achievements are met and maintain training and audit/assessment programs to ensure implementation and effectiveness of internal controls.
Requirements
  • University Degree (or equivalent) and 5+ years prior relevant experience OR Advanced Degree in a related field and 3+ years prior relevant experience.
  • Adequate English level to handle fluent and assertive conversations (written and spoken).
  • Proven experience developing and managing teams.
  • Strong organizational and multitasking skills.
  • Practical knowledge in leading and managing the execution of processes, projects, and tactics within one work area.
  • Broad knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization.
Benefits

We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

Have peace of mind and body with our health insurance.

Drive forward your career through professional development opportunities.

Our Commitment to You

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers.

We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback, and always challenging ourselves to do better.

This is The Carrier Way.



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