Customer Service Manager, Data Center Solutions

Modine Manufacturing Company; Racine (WI); On-site; USD 98,000 - 145,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k with company match

Health Savings Account (HSA)

Job summary

Modine Manufacturing Company in Racine, Wisconsin, is seeking a Customer Service Manager to lead the customer service department, develop strategies, manage day-to-day operations, and drive exceptional service delivery. You will oversee performance, coach staff, and align practices with business goals.

The role requires at least five years in customer service with two in leadership, strong knowledge of Salesforce, Zendesk or Freshdesk, and a data-driven mindset to track KPIs like CSAT and NPS.

Qualifications

• 5+ years of progressive experience in customer service, including 2+ years in a managerial or team leadership capacity.
• Demonstrated success in managing high-performing teams and improving customer service metrics.
• Strong knowledge of customer service platforms (e.g., Salesforce, Zendesk, Freshdesk) and CRM tools.
• Proven ability to resolve complex customer issues and lead root cause analysis initiatives.
• Excellent communication, leadership, and interpersonal skills.
• Experience managing cross-functional projects and presenting insights to senior stakeholders.
• Data-driven mindset with proficiency in analyzing KPIs and creating performance reports.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Familiarity with customer experience frameworks and service recovery models a plus.

Responsibilities

• Oversee daily operations of the customer service team, ensuring timely and effective resolution of customer inquiries and escalations.
• Develop and implement service standards, policies, and procedures to ensure consistent and high-quality customer experiences.
• Monitor KPIs such as response time, resolution rate, CSAT, and NPS.
• Recruit, train, and mentor staff, including supervisors, leads, and frontline representatives.
• Collaborate cross-functionally with sales, operations, product, and IT to address customer feedback.
• Identify process inefficiencies and lead initiatives to enhance systems, workflows, and customer-facing policies.
• Oversee workforce planning, including scheduling, forecasting, and resource allocation.
• Manage budgets, vendor relationships, and technology tools related to customer service operations.
• Serve as the voice of the customer internally, providing insights to leadership.

Skills

Customer service leadership

CRM platforms

KPI analysis

Communication

Cross-functional collaboration

Project management

Education

Bachelor's degree in Business / Communications or related field

Tools

Salesforce

Zendesk

Freshdesk

Job description

Modine Manufacturing Company in Racine, Wisconsin, is seeking a Customer Service Manager to lead the customer service department, develop strategies, manage day-to-day operations, and drive exceptional service delivery. You will oversee performance, coach staff, and align practices with business goals.

The role requires at least five years in customer service with two in leadership, strong knowledge of Salesforce, Zendesk or Freshdesk, and a data-driven mindset to track KPIs like CSAT and NPS.