Customer Service Manager
Job Location:
St. Louis, MO - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
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 Unit:Comfort Control
Location:St. Louis MO (Hybrid)
Reports To:Director Customer Experience
- 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.
- 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.
- 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.
- 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.
- 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.
- Bachelors 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.
- 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.
- Build strong relationships with customer service and cross-functional teams.
- Gain a solid understanding of Copelands 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. Thats why everything we do is geared toward a sustainable futurefor 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:
Required Experience:
Manager
About Company
White-Rodgers is a leading manufacturer of thermostats, valves, controls and system protectors for the heating, air conditioning, and refrigeration industry.
