Customer Service Manager
Core
Leading customer service operations and supporting service excellence across multiple customer-facing teams for HVACR and cold chain solutions.
Role type
Senior Customer Service Manager
Builds
Customer service operations and team performance for Copeland's commercial and residential climate technology solutions
Domain
Climate technology / HVACR / Cold chain
Deliverable
Dashboards & analysis
Required skills
People leadership, team coaching, performance management, process improvement, escalation management, cross-functional collaboration, data analysis, Microsoft Office proficiency
Preferred skills
Manufacturing/industrial environment experience, remote team management, ERP implementation support, Salesforce experience, HVAC/technical product domain knowledge, service-level management
Technologies
Salesforce, Microsoft Office, ERP systems
Responsibilities
Lead, coach, and develop customer service professionals across multiple locations; oversee day-to-day customer service activities and ensure service levels are achieved; manage customer escalations and drive issues to timely resolution; identify opportunities to improve customer service processes and drive operational efficiencies; monitor and analyze customer service performance metrics and trends; partner with Sales, Supply Chain, Manufacturing, and Technical Support teams to improve customer outcomes
Seniority
Senior, hands-on IC with people leadership