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About the Role

Carrier is seeking a highly motivated Senior Customer Service Associate to join our team in Syracuse, NY. In this role, you will serve as a key point of contact for strategic customers, managing the end-to-end order lifecycle while partnering with cross-functional teams to deliver an exceptional customer experience. The ideal candidate will excel in a fast-paced environment, demonstrate strong problem-solving and communication skills, and be committed to driving customer satisfaction through proactive order management, issue resolution, and operational excellence.

Responsibilities

Serve as the primary point of contact for Strategic Account customers, developing and maintaining strong customer relationships throughout the order lifecycle.
Manage customer expectations and deliver support in alignment with established Service Level Agreements (SLAs), ensuring proactive communication and high customer satisfaction.
Conduct audits of customer documentation to ensure compliance with contractual requirements and secure all required approval signatures prior to order entry.
Manage the complete order lifecycle from initial order entry through final customer delivery, ensuring a seamless customer experience.
Collaborate with cross-functional teams throughout the order management lifecycle to support the successful execution and on-time delivery of orders.
Proactively monitor order and inventory availability, identify product shortages and delays, and drive resolution through escalation to internal stakeholders.
Identify recurring issues and emerging trends, escalating findings to Tier 2 associates for further investigation, root cause analysis, and continuous process improvement.
Assist with the maintenance and updating of customer-specific tracking tools and reporting mechanisms, ensuring data accuracy and timely status updates.
Manage and maintain customer-specific portals in accordance with established customer requirements and service level expectations.
Support the resolution of accounts receivable discrepancies by working closely with the Tier 2 associate, maintain accurate account records, and help drive timely resolution.

Requirements

High School Diploma or GED
4+ years of customer service or order management experience.
1+ years of experience in Microsoft Excel.
Ability to collaborate and be a team player.
Experience working with Systems, Applications, and Products (SAP) and Salesforce.
Ability to analyze data and maintain customer reporting tools.

Skills

Problem-solving
Communication
Customer satisfaction
Proactive order management
Issue resolution
Operational excellence
Microsoft Excel
SAP
Salesforce
Data analysis
Customer reporting

Location

Syracuse, NY

Work Type

Full-time

Experience Level

Senior

Education Level

High School Diploma or GED

Salary/Compensations

$64,500.00 - $129,500.00 annually

Benefits

Health Care Benefits: Medical, Dental, Vision; Wellness incentives
Retirement Benefits
Time off and Leave: Paid vacation days (up to 15), paid sick days (up to 5), paid personal leave (up to 5), paid holidays (up to 13), birth and adoption leave, parental leave, family and medical leave, bereavement leave, jury duty leave, military leave, purchased vacation
Disability: Short-term and long-term disability
Life Insurance and Accidental Death and Dismemberment
Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
Tuition Assistance

About the Company

Carrier Global Corporation is a global leader in intelligent climate and energy solutions, 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, Carrier improves lives, empowers critical industries, and ensures the safe transport of goods.
Since inventing modern air conditioning in 1902, Carrier leads with purpose: enhancing the lives we live and the world we share.
Carrier leads because of its world-class, inclusive workforce that puts the customer at the center of everything they do.

Equal Opportunity

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class.
Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.
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.