Customer Service Manager Aftermarket parts
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
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 weve 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
The Customer Service Manager will lead a highvolume Aftermarket Parts support team dedicated to delivering rapid accurate and customerfocused this role you will ensure the excellence of daytoday operations while also supporting the launch of a new Customer Service location. As the onsite leadership presence you will drive culture oversee onboarding and help build the processes and systems that enable operational success. Your expert knowledge of Salesforce and SAP will be central to optimizing workflows and improving service outcomes for our customers.
Key Responsibilities
As a Customer Service Manager youll be responsible for:
Customer Service Leadership Aftermarket Parts Focus
Leading and coaching a team handling high-volume inquiries across phone email and chat.
Ensuring accuracy in parts identification pricing availability checks order status warranty and returns.
Driving proficiency in Salesforce for case management documentation and workflow.
Overseeing accurate order entry parts lookups and processing in SAP to minimize errors and delays.
Monitoring queue performance and staffing levels to meet service targets.
Conducting regular coaching sessions team meetings and performance evaluations.
Resolving complex escalations requiring technical or system expertise.
Partnering with Operations to address issues and enhance customer experience.
Site Start-Up Support
Supporting all activities related to launching the new Customer Service site including facility readiness onboarding technology setup and process implementation.
Assisting in the hiring of representatives with strong technical aptitude and CRM/ERP familiarity.
Partnering with Training to develop onboarding content and job aids for Salesforce and SAP.
Establishing a positive high-performance culture from Day 1.
Ensuring system access workstation setup and documentation are ready for golive.
Local Site Leadership
Serving as the onsite leadership contact for employees and cross-functional teams.
Maintaining strong communication supporting engagement activities and fostering continuous improvement.
Addressing facility IT HR and operational needs requiring onsite coordination.
Ensuring compliance with safety quality and operational policies.
Operational Excellence
Using Salesforce dashboards and SAP reports to monitor performance and processes.
Identifying trends in call drivers order accuracy customer challenges and system inefficiencies.
Collaborating with Supply Chain Inventory and Product teams to address backorders obsolescence and technical escalations.
Maintaining and improving SOPs related to Salesforce case management SAP order processing and parts research workflows.
Driving initiatives to reduce order errors improve first-contact resolution and elevate service metrics.
Requirements
We are looking for people who are customer-driven collaborative analytical and adaptable. If this sounds like you we encourage you to apply.
As a minimum you must have:
3 years of Customer Service or call center experience ideally in Aftermarket Parts distribution or technical support.
2 years of people-management or team lead experience in high-volume environments.
Hands-on experience with Salesforce or a similar CRM platform.
Working knowledge of SAP or similar ERP platforms.
Strong communication coaching and conflict-resolution skills.
Ability to succeed in fast-paced high-volume environments and lead through change.
Bilingual English/Spanish (written and verbal).
Valid U.S. Visa.
Although not necessary it would be nice if you have:
Experience in Aftermarket Parts distribution warranty operations or technical service.
Familiarity with telephony platforms ticketing systems and WFM tools.
A strong sense of urgency when handling escalations.
Benefits
We are committed to offering competitive benefits programs for all employees and enhancing our programs when necessary.
Enjoy peace of mind with comprehensive health insurance.
Advance 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 our customers.
We strive to create an environment where you feel that you belong with diversity and inclusion as the engines of growth and innovation. We deliver best-in-class programs provide enriching career opportunities listen to employee feedback and constantly challenge ourselves to do better.
This is The Carrier Way.
Join us and make a difference.
Apply Now!
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 identity national origin disability or veteran status age or any other federally protected class.
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Required Experience:
Manager
Key Skills
About Company
As the leading global provider of healthy, safe and sustainable building and cold chain solutions, Carrier Global Corporation is committed to making the world safer, sustainable and more comfortable for generations to come. From the beginning, we've led in inventing new technologies a ... View more
