Job Description

Customer Service Manager

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

• 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.

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.

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