Customer Service Manager

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Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

At Automated Logic (ALC) (a subsidiary of Carrier), we are building automation systems that make sense!  We are a total energy solutions provider.  For more than 30 years, we have been dedicated to designing easy-to-use building automation systems that provide the highest possible energy efficiency, while ensuring occupant comfort.  Through our global team of company branches and independently-owned dealers, we offer industry-leading technology with local, on-the-ground service that is hard to beat.

About this role

As the Customer Service Manager for ALC, you will play a pivotal role in ensuring the highest level of customer satisfaction by leading both our domestic and international customer service representatives. You will be responsible for developing and implementing strategies and systems to enhance the overall customer experience while improving business performance. The Customer Service team is a centralized function supporting Sales, Marketing, Planning, Purchasing, Quality, and Senior Leadership to identify opportunities and strategies to meet business objectives.

This is an onsite opportunity for someone living in Kennesaw GA.

Key Responsibilities

• Lead/mentor/motivate a team of customer service representatives
• Foster a positive/collaborative team culture focused on delivering exceptional customer service
• Streamline and optimize customer service processes to increase efficiency and effectiveness
• Implement best practices and ensure compliance with corporate and regulatory policies
• Act as an escalation point for complex customer issues; work closely with team members and other departments to find timely and satisfactory resolutions
• Guide the scheduling of customer purchase orders; meet the monthly financial plan and ensure on-time delivery to customers
• Develop/implement systems, standards, and mechanisms  to guide the customer service activities of the department;  consistently improve and ensure quality services are delivered to customers
• Implement performance metrics and key performance indicators (KPIs) to track and measure team performance
• Provide regular feedback and performance evaluations to team members
• Investigate and resolve complex customer problems
• Provide backup support to Customer Service Reps to meet customers’ needs and team metrics

Basic Qualifications

• High School Diploma or GED
• 3 years plus experience in a customer-centric environment; managing a team of customer service representatives or in operations/warehouses/manufacturing  

Preferred Qualifications

• Associate or bachelor’s degree
• Management and leadership knowledge/experience
• English verbal and written communication
• Interpersonal skills for effective collaboration internally or with external agencies
• Analytical mindset with the ability to use data to drive decision-making

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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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