Sr. Customer Service Associate

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 safe transport of food, lifesaving 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  or follow on Carrier social media at @Carrier.

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.

• 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.

• 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.

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

• 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.

The annual salary for this position is between $64,500.00 - $ 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.

This position may be…