Customer service manager - ent - carrjp00003151 - charlotte, nc - 1st shift

Description and Requirements

Job Summary We are seeking a motivated and customer-focused professional to manage distributor orders and ensure exceptional customer service. This role serves as the primary point of contact for customers throughout the order lifecycle—from pre-sale through delivery—while also supporting factory operations and driving continuous improvement in customer experience.

Key Responsibilities

• Serve as the first point of contact for distributor and direct sales office inquiries regarding order status, changes, and delivery.
• Manage customer orders from initiation to job site shipment, ensuring timely and accurate fulfillment.
• Interface daily with factory teams including schedulers, planners, supply chain, and logistics to facilitate order execution.
• Act as the Voice of the Customer for Carrier’s factory operations, coordinating communications and resolving escalations.
• Develop and maintain strong relationships with internal and external stakeholders including manufacturing, marketing, distribution centers, and rep firms.
• Track and improve response times and quality of customer interactions.
• Analyze customer service trends and recommend process improvements.
• Document and resolve customer issues, directing queries to appropriate departments when necessary.
• Support key projects and initiatives related to customer service and order management.

Required Qualifications

• High School Diploma or GED
• 3+ years of experience in Customer Service or Order Management

Preferred Qualifications

• Bachelor’s degree in business, Supply Chain, or related field
• Experience in HVAC, construction, or factory-based customer service
• Strong interpersonal, analytical, and communication skills
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Experience with SAP, Salesforce, and CRM tools
• Highly organized with attention to detail and ability to manage multiple priorities
• Demonstrated sense of urgency, initiative, and ownership
• Ability to work cross-functionally in a fast-paced, dynamic environment
• Career Growth along with open to relocation.
• Experience with order systems, scheduling, and warehousing