Customer Service Manager

Hybrid

St. Louis, MO, USA

Full time

JR116666

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!

Business Platform: Commercial & Residential Solutions

Business Unit: Comfort Control

Location: St. Louis, MO (Hybrid)

Reports To: Director, Customer Experience

Position Summary

The Customer Service Manager is responsible for leading customer service operations and supporting service excellence across multiple customer-facing teams. This role oversees daily customer service activities, develops and coaches employees, drives process improvements, manages escalations, and supports strategic business initiatives including system and process transformations.

The Customer Service Manager will partner closely with Sales, Operations, Supply Chain, Technical Support, Manufacturing, and other cross-functional teams to ensure a positive customer experience and promote ease of doing business with Copeland.

This role is ideal for a hands-on leader who enjoys developing people, leading through change, improving processes, and creating consistent customer service experiences across geographically dispersed teams.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop customer service professionals across multiple locations.

• Foster a high-performance, customer-focused culture built on accountability, collaboration, and continuous improvement.

• Conduct performance reviews, provide ongoing coaching, and support employee development.

• Assist with hiring, onboarding, training, and succession planning activities.

• Effectively manage employee relations, performance concerns, and conflict resolution.

Customer Service Operations

• Oversee day-to-day customer service activities and ensure service levels are consistently achieved.

• Manage customer escalations and drive issues to timely resolution.

• Support workflow management and resource allocation across customer-facing teams.

• Ensure customers, internal stakeholders, and business partners receive responsive and effective support.

Process Improvement & Change Leadership

• Identify opportunities to improve customer service processes and drive operational efficiencies.

• Lead standardization efforts across customer service teams and locations.

• Support business transformation initiatives, including ERP implementations and system migrations.

• Champion change management initiatives and drive adoption of new processes and tools.

Metrics & Analysis

• Monitor and analyze customer service performance metrics and trends.

• Support Request Date Service Level (RDSL) and other operational performance initiatives.

• Utilize data to identify improvement opportunities and drive business decisions.

• Prepare reports and communicate key insights to leadership.

Cross-Functional Collaboration

• Partner with Sales, Supply Chain, Manufacturing, Technical Support, Product Management, and Operations teams to improve customer outcomes.

• Act as a customer advocate while balancing business objectives and operational requirements.

• Support initiatives focused on improving customer satisfaction and operational execution.

Required Qualifications

• Bachelor's degree preferred; High School Diploma or GED required.

• 5+ years of customer service, customer support, customer operations, or related experience.

• 3+ years of people leadership experience with direct responsibility for employee coaching, development, and performance management.

• Proven experience leading teams in a fast-paced environment.

• Strong problem-solving, organizational, and communication skills.

• Experience managing customer escalations and resolving complex issues.

• Proficiency with Microsoft Office applications, including Excel.

• Ability to work effectively across multiple functions and organizational levels.

Preferred Qualifications

• Experience leading customer service teams within a manufacturing, industrial, distribution, or technical product environment.

• Experience managing remote or globally dispersed teams.

• Experience supporting ERP implementations, system migrations, or business transformation initiatives.

• Salesforce experience.

• Experience supporting HVAC, controls, industrial, or technical product businesses.

• Experience with operational metrics, service-level management, and continuous improvement initiatives.

Success in This Role

Within the first 12 months, the successful candidate will:

• Build strong relationships with customer service and cross-functional teams.

• Gain a solid understanding of Copeland's products, systems, customers, and processes.

• Help align customer service teams around consistent processes and best practices.

• Support ongoing business transformation and ERP initiatives.

• Improve operational efficiency while maintaining a strong customer-focused culture.

• Drive accountability and develop team capabilities across geographically dispersed locations.

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.

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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.