About This Role: We have an exciting opportunity for an International Lead in our Customer Care Center. The RC National Accounts Team Lead provides leadership and operational oversight for customer service support of Replacement Components (RC) National 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.
Lead and support agents handling RC National Accounts and VIP customer interactions
Serve as a primary escalation point for complex or high‑impact National 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 National Account workflow
High School diploma/GED
1+ years’ experience working with VIP level customers
1+ year experience with Microsoft Word and Excel
Preferred Qualifications
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
Carrier is a global leader in intelligent climate and energy solutions, pioneering sustainable innovations in climate technologies. Founded by Willis Carrier, the inventor of modern air conditioning, we have been shaping industries and enhancing lives for more than a century. With approximately 48,000 employees across 160 countries and more than 35 trusted brands, Carrier serves customers through four business segments: Climate Solutions Americas, Climate Solutions Europe, Climate Solutions Asia Pacific, Middle East & Africa and Climate Solutions Transportation. Our solutions enable healthier, more efficient and more sustainable environments in homes and buildings, and help ensure the safe transportation of food, medicine and vaccines. Grounded in our purpose—we continue to lead through relentless innovation and a deep commitment to customer success, delivering cutting-edge solutions that bring comfort, safety and sustainability to life. Carrier. For the World We Share.
