Customer Care Team Lead

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.

Summary The Customer Care Team Lead serves as the primary point of contact for customers while leading and supporting a small Customer Care team. This role combines hands-on customer service responsibilities with day-to-day team supervision, ensuring excellent service delivery, efficient case management, and strong cross-functional collaboration. As the central liaison between customers and internal departments - including Sales, Supply Chain, Operations, and Finance - the Team Lead ensures a seamless customer experience from onboarding through post-sales support. In addition to managing key customer accounts and complex cases, the role is responsible for coaching team members, monitoring performance, improving processes, and fostering a customer-centric culture. The position supports the company's strategic objectives, including on-time delivery, high Net Promoter Score (NPS), operational excellence, and continuous improvement.

Serve as the primary point of contact for customers, managing inquiries, requests, and escalations with professionalism and accuracy. Act as the key liaison between customers and internal departments (Sales, Supply Chain, Operations, and Finance) to ensure effective communication regarding pricing, inventory, logistics, order planning, credit management, payments, and other customer needs. Manage customer tickets and cases through Salesforce, ensuring timely resolution in line with defined service levels. Process customer orders in the ERP system accurately and efficiently. Issue quotations and maintain customer pricing information. Maintain ERP master data, including customer accounts, price lists, and part codes. Onboard customers to the e-Commerce platform and provide ongoing account support. Handle customer complaints, returns (RMA), and other post-sales support activities. Create Order Special Requirement (OSR) and Packaging (PKG) documentation. Support sustainability initiatives, including take-back programs. Supervise the daily activities of the Customer Care team, ensuring workload is balanced and customer requests are handled efficiently. Coach, mentor, and support team members to promote high performance, accountability, and professional development. Monitor individual and team performance against established KPIs and service standards. Assist with onboarding and training of new Customer Care employees and provide ongoing coaching to existing team members. Act as the first point of escalation for complex customer issues, working with internal stakeholders to achieve timely resolution. Foster a collaborative, customer-focused team environment while encouraging continuous improvement. Identify process improvement opportunities and support the implementation of best practices to enhance customer satisfaction and operational efficiency. Coordinate team priorities and provide support during periods of high workload or absence. Participate in cross-functional projects and process improvement initiatives. Complete assigned projects with minimal supervision. Ensure compliance with company policies, procedures, and quality standards. Prepare reports and provide updates on customer service