Customer Service Manager

**Country**:
Mexico
**Location**:
LOC5003: Carrier - Plant C, Carretera a García Km. 1.3, Parque STIVA, Santa Catarina, 66350 Mexico
**Role**: Customer Service Manager

**Location**: Santa Catarina, Nuevo León.

**Full/ Part-time**: Full time.

**Build a career with confidence**

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

**About the role**

This is a critical role in the Carlyle organization with an elevated level of visibility throughout the Carrier organization. The customer service group manages all order intake, order acknowledgments, order maintenance, factory and supplier demand communications, and customer logistics' planning.

The Customer Service Manager leads a team of intermediate to experienced Field Service professionals, reviews escalated issues, establishes and maintains a good relationship with key customers, and responds to escalated complaints from high-profile customers. In addition, the Customer Service Manager is responsible for maintaining the programs of training & audit/assessment, as well as training Field Service staff.

**Key Responsibilities**:
As a Customer Service Manager, you are expected to
- Lead and develop a customer service team focused on exceptional sales support.
- Interface and engage daily with Schedulers, Planners, Supply Chain and Logistics functions.
- Support SIOP (Sales/Inventory/Operations Planning) activities.
- Provide front-line customer support and communications.
- Coordinate customer communications and serve as the Voice of Customer internally.
- Track and set targets to improve customer response times and response quality.
- Function as main point of contact for order status escalations.
- Interact with all Carlyle customers and Carrier factory teams to continually improve upon the customer experience.
- Coordinate, prioritize, and resolve issues encountered by a more experienced team/multiple teams.
- Review escalated issues that will impact the business and provide recommendations for solutions.
- Demonstrate a strong technical/product knowledge.
- Manage more experienced team according to established programs and objectives.
- Contact customers, collect feedback, and establish and maintain a good relationship with key customers.
- Respond to complaints of high-profile customers; lead the customer satisfaction investigation and establish the appropriate improvement plan.
- Coach team members to ensure operational achievements are met.
- Maintain training and audit/assessment programs to ensure implementation and effectiveness of internal controls.

**Requirements**:
As a minimum you must have:

- 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.

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

- Customer Service experience in manufacturing / supply chain.
- HVAC or Refrigeration experience.
- SAP experience.
- Dashboard creation experience.
- Advanced MS Access & Excel.

**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_.

Join us and make a difference.

**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 iden