Senior Supervisor, Customer Service

About Carrier

Carrier, 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. 

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.

Benefits 
Employees are eligible for benefits, including: 

• Health Care benefits: Medical, Dental, Vision; wellness incentives 

• Retire