Lead Associate International, Customer Service

Carrier • East Syracuse, NY

2d

About The Position

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 corporate.carrier.com or follow on Carrier social media at @Carrier. About This Role: We have an exciting opportunity for an International Lead in our Customer Care Center. The International Accounts Team Lead provides leadership and operational oversight for customer service support of Replacement Components (RC) International Account customers. This role is responsible for ensuring consistent, high‑quality service delivery to RC’s strategic and high‑impact accounts, while serving as a key liaison between Customer Service, Sales, Operations, Supply Chain, and Finance.

Requirements

• High School diploma/GED
• 1+ years’ experience working with VIP level customers
• 1+ year experience with Microsoft Word and Excel

Nice To Haves

• Bachelor’s degree
• Working knowledge of SAP, Salesforce, CRM, Phone systems, PIC and Windchill systems is desired
• Proficient in MS Office (specifically Word and Excel)
• Preferred experience with Power BI
• Strong analytical skills, accuracy and attention to detail and Ability to communicate effectively
• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
• Adaptability and flexibility to seasonality and changing business demands is critical

Responsibilities

• Lead and support agents handling key international customer accounts
• Serve as a primary escalation point for complex or high‑impact International Account issues
• Ensure adherence to account‑specific processes, priorities, and service commitments
• Partner with Sales, Operations, Supply Chain, Finance, and Data teams to resolve customer‑impacting issues
• Monitor backlog, case aging, and volume trends to reduce risk and improve responsiveness
• Provide day‑to‑day guidance to build team capability and consistency
• Support onboarding and knowledge transfer for new or transitioning team members
• Supports and participates in meetings with customers to address concerns, shipment delays, shipping issues, and expedite requests.
• Identify opportunities for process improvement and standardization across International Account workflow

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED