Customer Service Manager

Copeland LP; St. Louis (MO); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision coverage

401(k) plan

Flexible time off

Job summary

Copeland LP in St. Louis, MO, is seeking a Customer Service Manager to lead multiple customer-facing teams and drive service excellence. You will partner with Sales, Operations, Supply Chain, Technical Support and Manufacturing to ensure a positive customer experience and ease of doing business.

This hands-on leader will coach staff, manage escalations, and guide process improvements while supporting ERP implementations and system migrations across geographically dispersed locations.

Qualifications

• Bachelor's degree preferred; High School Diploma or GED required.
• 5+ years in customer service, customer support, or related experience.
• 3+ years of people leadership with coaching, development and performance management.
• Proven experience leading teams in a fast-paced environment.
• Proficiency with Microsoft Excel.

Responsibilities

• Lead, coach, and develop customer service professionals across multiple locations.
• Oversee day-to-day customer service activities and escalate issues to resolution.
• Drive process improvements and standardization across teams and locations.
• Monitor metrics and analyze trends to inform leadership decisions.
• Partner with Sales, Supply Chain, Manufacturing, Technical Support and Operations.

Skills

People leadership

Cross-functional collaboration

Problem solving

Education

Bachelor's degree preferred

High School Diploma or GED required

Tools

Excel

Salesforce

Job description

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, 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.

Benefits

• Flexible and competitive benefits plans, including medical insurance plans, dental and vision coverage, 401(k) and more.
• Flexible time off plans, including paid parental leave, vacation and holiday leave.

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: [e-mail].