Customer Service Manager - Aftermarket parts

About Carrier

Carrier Global Corporation, 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 the role

The Customer Service Manager will lead a high‑volume Aftermarket Parts support team dedicated to delivering rapid, accurate, and customer‑focused service. In this role, you will ensure the excellence of day‑to‑day operations while also supporting the launch of a new Customer Service location. As the on‑site 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, you’ll 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 go‑live.

Local Site Leadership

• Serving as the on‑site 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 on‑site 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 offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.

Equal Treatment and Non-Discrimination

Carrier is committed to equal treatment and non-discrimination principles. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability, or any other applicable  protected class. 

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at Carrier.Recruiting@carrier.com. We will make every effort to meet your needs in accordance with applicable laws.

Application Deadline

Applications will be accepted for at least 3 working days from Job Posting Date.

Job Posting Date: [   17 - June - 26    ].

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Use of AI
 Technology-enabled tools may support parts of the recruitment process, with oversight by people.

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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