Customer Service Manager

Location: St. Louis

## Customer Service Manager申请remote type:
Hybrid locations:
St. Louis, MO, USAtime type:
Full time posted on:
今天发布job requisition :
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,…