Carrier Global Corporation

Sr. Customer Service Associate

Carrier Global Corporation • $64K — $129K *
East Syracuse, NY 13057In-Person
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • High School Diploma or GED
  • 4+ years of customer service or order management experience
  • 1+ years of experience with Microsoft Excel
  • Experience with SAP and Salesforce is preferred
  • Ability to analyze and maintain customer reporting tools

Responsibilities

  • Serve as primary contact for Strategic Account customers, ensuring strong relationships
  • Conduct audits of customer documentation for compliance before order entry
  • Manage the complete lifecycle of 1,600 direct and indirect orders yearly
  • Collaborate with teams to ensure timely delivery across product lines
  • Proactively monitor inventory and resolve shortages or delays
  • Identify trends and escalate issues to drive continuous improvement
  • Maintain and update customer-specific tracking tools and performance metrics

Benefits

  • Health Care Benefits: Medical, Dental, Vision; Wellness incentives
  • Retirement Benefits
  • Paid vacation (up to 15 days) and paid sick leave (up to 5 days)
  • Paid personal leave (up to 5 days) and paid holidays (up to 13 days)
  • Parental leave, bereavement leave, and jury duty leave
  • Short-term and long-term disability
  • Tuition Assistance
Full Job Description
About This 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.

Role 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) defined during the onboarding process, ensuring proactive communication and providing a high level of customer satisfaction.
  • Conduct audits of customer documentation to ensure compliance with contractual requirements and confirm all required approval signatures are secured prior to order entry.
  • Manage the complete order lifecycle from initial order entry through final customer delivery, ensuring a seamless customer experience for 600 direct orders and 1,000 indirect orders per year. Responsibilities include order entry, review and coordinating production scheduling, inventory coordination, shipment tracking, equipment startup coordination, invoicing, and warranty registration.
  • Collaborate with cross-functional teams throughout the order management lifecycle to support the successful execution and on-time delivery of orders across light commercial, commercial, residential, replacement components, and third-party vendor product lines.
  • Proactively monitor order and inventory availability, identify product shortages and delays, and proactively 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, including weekly performance scorecards, startup trackers, and other account management metrics. Ensure data accuracy, provide timely status updates, and support customer reporting requirements to enhance visibility, accountability, and overall service performance.
  • Manage and maintain customer-specific portals in accordance with established customer requirements and service level expectations. Responsibilities could include utilizing as a communication liaison tool, uploading performance and reporting metrics, entering invoice information, and providing supporting documentation to ensure accurate records, timely processing, and compliance with customer-specific requirements.
  • Support the resolution of accounts receivable discrepancies by working closely with the Tier 2 associate, maintain accurate account records, and help drive timely resolution to improve customer satisfaction and account health.


Role Purpose:
  • Deliver a seamless customer experience by ensuring accurate, timely, and compliant order processing for Strategic Account customers.
  • Support revenue and operational efficiency by forecasting account activity and proactively managing order CRSD dates
  • Strengthen customer relationships and trust by resolving issues quickly, maintaining accurate documentation, and acting as a reliable liaison between customers and internal teams.


Required Qualifications:
  • High School Diploma or GED
  • 4+ years of customer service or order management.
  • 1+ years of experience in Microsoft Excel.


Preferred Qualifications:
  • 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.


Pay Range
The annual salary for this position is between $64,500.00 - $129,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation
This position may be entitled to short-term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including:
  • Health Care Benefits: Medical, Dental, Vision; Wellness incentives
  • Retirement Benefits
  • Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; 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


To learn more about our benefits offering, please click here Work with us | Carrier CorporateThe specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

Application Deadline
Applications will be accepted for at least 3 days from Job Posting Date: 13 August 2026

Job Applicant's Privacy Notice

Please click on the link to review the Job Applicant Privacy Notice.

Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.

About Carrier Global Corporation

Carrier is the provider of intelligent climate and energy solutions.

Carrier Global Corporation Careers

There has never been a more exciting time to explore job opportunities at Carrier Global Corporation, a leader in innovative climate, security, and building automation technologies. Join our global team of professionals and be at the forefront of industry and technology. Work You’ll Do Embark on a career with Carrier Global Corporation and contribute to a sustainable, safe, and intelligent future. Our diverse team of experts is dedicated to pioneering advancements in climate control, fire safety, and security solutions that make modern living possible. Transform industries and communities with your expertise, innovation, and leadership. At Carrier, you are positioned uniquely at the nexus of technology, sustainability, and global reach. Engage with a worldwide network of professionals to help clients and communities navigate through challenges with cutting-edge solutions. Collaborate with over 53,000 employees around the globe, all united in delivering excellence and innovation in our field. Carrier Global Corporation Professional Growth and Opportunities We are committed to fostering professional growth and career advancement. Carrier offers a wide range of job opportunities, from internships to leadership positions, each providing a path to meaningful impact. Do Innovative Work Join our expansive team of dedicated professionals at the intersection of technology, sustainability, and global service. Carrier empowers you to innovate and lead in your field, supported by a culture that values diversity and dynamic thinking. Deliver targeted solutions and drive transformation in the industry with a depth of knowledge and a breadth of resources unmatched in our field. Be Part of a Great Team Work with cutting-edge technology and leverage the comprehensive capabilities of a global leader. Our team’s collaborative efforts result in smarter, safer buildings and more efficient, secure environments. Future-Proof Your Career Advance your career with Carrier’s extensive support, including professional development, diversity training, and certification opportunities. Your growth is limitless, propelled by your ambition and our collective mission. Explore Discover how Carrier is leading the way in digital transformation and sustainable innovation. See how our solutions are shaping the future of industries and enhancing quality of life globally. Carrier Global Corporation Employment Culture Our culture thrives on intellectual curiosity, cognitive diversity, and bringing your whole self to work. We believe in leadership that fosters personal and professional growth, creating a workplace where all can thrive. Stay Connected Join Our Team Search for open positions that match your skills and interests. We value passionate, curious, and solution-driven team players. Explore our job opportunities and find where you can make a difference at Carrier. Keep Up to Date Stay informed with career tips, insider perspectives, and industry-leading insights—all from the people who work here. Our careers blog is your go-to resource for everything from resume tips to interview preparation. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Carrier Global Corporation.
Learn more about Carrier Global Corporation
Size
53,000 employees
Market Cap
$34.9 billion
Industry
Real Estate & Construction
Net Income
$1.9 billion
Revenue
$17.4 billion
* Ladders Estimates

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