Customer Service Manager (Distribution Center)

About Us We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead. Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today! Description If you are a customer-focused operations leader, we have an exciting opportunity for you! Based at our distribution center, you will be responsible for leading customer service execution, order management, and delivery performance to ensure high service levels and customer satisfaction. This role serves as the primary interface between customers, sales, and site operations, ensuring alignment between demand, operational capability, and execution. You will drive proactive communication, improve RDSL performance, and establish disciplined processes for order prioritization, escalation management, and customer support. This position operates under the general guidance of the Plant Manager. As the Customer Service Manager, you will: Serve as the primary point of contact for customers and sales on order status, delivery performance, and issue resolution Lead resolution of delivery issues, escalations, and past-due orders with clear ownership and follow-through Oversee end-to-end order management and ensure prioritization of customer-critical and past-due orders Drive improvement in RDSL (Requested Delivery Service Level) and overall service performance Partner with Operations, Planning, Materials, and Sales to align demand with execution capability and shipment commitments Own the process for expedite requests and escalation management, establishing structured intake and prioritization Monitor and resolve orders at risk, including staged-but-not-shipped and past-due orders Develop and implement standard work and SOPs to improve customer service processes and eliminate reactive workflows Lead and develop the customer service team, promoting accountability, urgency, and proactive problem-solving Required education, experiences & skills: Bachelor’s degree in supply chain, Business, Operations, or a related field 5+ years of experience in customer service, supply chain, or operations within a distribution or manufacturing environment 3+ years in a leadership or supervisory role Strong understanding of order management, fulfillment, and logistics processes Experience working cross-functionally with operations and sales teams Proven ability to manage escalations and drive resolution in a fast-paced environment Strong communication and stakeholder management skills Proficiency in ERP/WMS systems (Oracle, SAP, JD Edwards, etc.) Strong analytical and problem-solving skills Preferred education, experiences & skills: Experience in high-volume, multi-SKU distribution environments Knowledge of Lean, Six Sigma, or continuous improvement methodologies Experience managing customer-facing performance metrics (RDSL, on-time delivery, backlog) Experience building or improving customer service processes and SOPs Advanced Excel or data analysis skills Customer and supplier relations experience Onsite Work Arrangement This role is based fully onsite, and not eligible for hybrid or remote work opportunities Our Commitment to Our People Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally. Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave. Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team! Our Commitment to Inclusion & Belonging At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland. Work Authorization Copeland will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire. Equal Opportunity Employer Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: View email address on click.appcast.io With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally. #J-18808-Ljbffr Copeland