Customer Service Manager

Company: Carrier
Location: Bradenton
Posted on: October 2, 2024

Job Description:

Country:
United States of America
Location:
CABRA: Bradenton Florida 8985 Town Center Parkway, Bradenton, FL, 34202 USA

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.

We are seeking an experienced Customer Service Manager to lead our customer support team, focusing on enhancing the customer experience, managing domestic and international order entry, and overseeing the Return Merchandise Authorization (RMA) processes.

This role requires a strategic mindset, leadership ability, and a deep understanding of customer service best practices, particularly in a global context. The ideal candidate will ensure seamless operations and maintain high levels of customer satisfaction while driving process improvements.

Key Responsibilities:

Customer Experience Management

• Develop and implement strategies to enhance the overall customer experience across all touchpoints.
  
• Lead initiatives to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and other key metrics.
  
• Act as a customer advocate, understanding their needs and ensuring their expectations are consistently met or exceeded.
  
• Collaborate with cross-functional teams (sales, logistics, finance, etc.) to optimize the customer journey and remove barriers to success.
  
  
  Domestic and International Order Entry & Fulfillment
  
  • Oversee the accurate and timely processing of domestic and international orders, ensuring compliance with global shipping regulations, taxes, and customs requirements.
    
  • Collaborate with logistics and supply chain teams to resolve any shipping issues or delays and communicate updates to customers proactively.
    
  • Ensure documentation for international orders is complete, accurate, and compliant with local regulations.
    
    
    RMA (Return Merchandise Authorization) Process Management
    
    • Manage and optimize the RMA process, ensuring efficient handling of customer returns, repairs, and replacements.
      
    • Establish and monitor key metrics for the RMA process, such as turnaround times, customer communication, and resolution rates.
      
    • Work with product and quality assurance teams to identify trends in returns and implement corrective actions where necessary.
      
      
      Team Leadership & Development
      
      • Lead, mentor, and develop a high-performing customer service team, providing regular feedback and coaching.
        
      • Set clear team goals, monitor performance, and ensure all service-level agreements (SLAs) are met.
        
      • Promote a positive, customer-focused culture within the team, encouraging proactive problem-solving and continuous improvement.
        
        
        Process Improvement & Reporting
        
        • Analyze customer feedback, order processing data, and RMA metrics to identify opportunities for process improvements.
          
        • Develop and maintain reporting tools that provide insights into customer service performance, highlighting areas of strength and improvement.
          
        • Collaborate with IT and operations teams to streamline order processing, RMA handling, and customer communication tools.
          
          
          Required Qualifications
          
          • Bachelor's degree.
            
          • 5+ years of experience in a customer service management role.
            
          • 5+ years of customer experience, domestic and international order processing, and RMA (Return Merchandise Authorization) processes.
            
            
            Preferred Skills
            
            • Bachelor's degree in business, management, or related field.
              
            • Strong leadership and team management skills with a proven track record of improving customer satisfaction and operational efficiency.
              
            • In-depth knowledge of international shipping regulations and requirements, particularly in handling cross-border transactions.
              
            • Familiarity with CRM systems (Salesforce, Zendesk, etc.) and ERP systems for order management.
              
            • Exceptional communication and problem-solving skills, with the ability to work across teams and manage customer expectations.
              
            • Experience in managing global customer service teams or working in a multi-lingual environment.
              
            • Strong understanding of customer experience metrics (CSAT, NPS, etc.) and how to leverage them for continuous improvement.
              
            • Proficiency in data analysis tools (Excel, BI tools) to track performance and identify areas for improvement.
              
              
              RSRCAR
              
              #LI-Hybrid
              
              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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Keywords: Carrier, Town-n-Country , Customer Service Manager, Hospitality & Tourism , Bradenton, Florida