Customer Service Manager — Escalations & Cross‑Team Ops

Carrier; Santa Catarina; On-site; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

Carrier Global Corporation in Mexico is seeking a Customer Service Manager to ensure exceptional customer experiences by managing complex inquiries, resolving escalated issues, and supporting efficient service operations. You will collaborate with Sales, Supply Chain, Production, Shipping, and Warehouse teams to meet service levels and strengthen customer relationships.

The role requires a bachelor's degree or equivalent, 7+ years of experience, and strong communication skills to drive

Qualifications

• Bachelor's degree or equivalent.
• At least 7 years of relevant professional experience.
• Advanced knowledge of customer service operations.
• Experience handling complex inquiries, escalations and complaint resolution.
• Strong communication and collaboration across multiple functions.

Responsibilities

• Manage complex customer inquiries, escalations, complaints, and unresolved issues, providing effective solutions and recommendations.
• Oversee customer account information, ensuring accurate documentation, analysis, and communication.
• Identify and anticipate customer service needs, recommending improvements and facilitating customer training when necessary.
• Develop customer-facing materials and communications to address inquiries and support efficient service operations.
• Collaborate with Sales, Supply Chain, Production, Shipping, and Warehouse teams to ensure customer requirements and service levels are met.
• Provide after-sales support and assist with customer contracts when required.

Skills

Problem-solving

Communication

Customer relationship management

Education

Bachelor's degree or equivalent

Job description

Carrier Global Corporation in Mexico is seeking a Customer Service Manager to ensure exceptional customer experiences by managing complex inquiries, resolving escalated issues, and supporting efficient service operations. You will collaborate with Sales, Supply Chain, Production, Shipping, and Warehouse teams to meet service levels and strengthen customer relationships.

The role requires a bachelor's degree or equivalent, 7+ years of experience, and strong communication skills to drive