Customer Service Manager

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 spac