Customer Service Manager - Data Centers

Modine Manufacturing Company; Racine (WI); Sur place; USD 98 000 - 145 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

401k with company match

Health Savings Account (HSA)

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service leadership

CRM platforms

KPI analysis

Communication

Cross-functional collaboration

Project management

Formation

Bachelor's degree in Business / Communications or related field

Outils

Salesforce

Zendesk

Freshdesk

Description du poste

For more than 100 years, Modine has solved the toughest thermal management challenges for mission-critical applications. Our purpose of Engineering a Cleaner, Healthier World means we are always evolving our portfolio of technologies to provide the latest heating, cooling, and ventilation solutions. Through the hard work of more than 11,000 employees worldwide, our Climate Solutions and Performance Technologies segments advance our purpose with systems that improve air quality, reduce energy and water consumption, lower harmful emissions, enable cleaner running vehicles, and use environmentally friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (U.S.), with operations in North America, South America, Europe, and Asia. For more information about Modine, visit modine.com.

Position Description

We are looking for team players who are curious enough to ask questions and explore new ideas, passionate enough to serve our customers, and ready to take ownership of challenges and grow with us. We are a team, first and foremost, and we take pride in our collaborative efforts.

The Customer Service Manager leads the customer service department by developing strategies, managing day-to-day operations, and ensuring exceptional service delivery. This role is responsible for performance management, team development, and aligning customer service practices with overall business goals to drive satisfaction, retention, and operational excellence.

Key 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 key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Recruit, train, and mentor staff, including supervisors, leads, and frontline representatives, fostering a culture of accountability and continuous improvement.
• Collaborate cross-functionally with sales, operations, product, and IT to address customer feedback and improve service delivery.
• Identify process inefficiencies and lead initiatives to enhance systems, workflows, and customer-facing policies.
• Oversee workforce planning, including scheduling, forecasting, and resource allocation to meet service demands.
• Manage budgets, vendor relationships, and technology tools related to customer service operations.
• Serve as the voice of the customer internally, providing insights and recommendations to leadership based on feedback and data trends.

Required Education & 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.

Education Requirements

• Bachelor's degree in Business, Communications, or a related field required.

Why Choose Modine?

Health & Well-being:

• Day One
  • Competitive health, dental & vision insurance coverage
  • Employee Assistance Program
• After 90 days of continuous employment
  • Maternity Leave (12 weeks at 100% pay)
  • 8 weeks of short term disability leave paid at 100%
  • 4 weeks of paid parental leave paid at 100%
  • Paternity Leave (4 weeks at 100% pay)

Financial Benefits:

• 401k Retirement plan and company paid match
• Life Insurance
• Health Savings Account (HSA) with employer contribution
• Flexible Spending Accounts (FSA)
• Short Term Disability (company paid)
• Long Term Disability

Work-Life Balance:

• Competitive time-off policies
• Tuition Reimbursement

To view full benefits information:MyModine Benefits

Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Modine provides a competitive benefit package, which could include paid vacation, short term disability, 401(k), health, dental, vision, life insurance, flex spending benefits, tuition reimbursement, Health Savings Account and much more. Human Resources will provide more detail upon your hiring.

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The salary range for this position is estimated in good faith to be $98,000 - $145,000. The specific offer will depend on the candidate's qualifications, experience, and other job-related considerations but will be within the stated range. Where required by applicable law, a general description of benefits and other compensation offered for this role is also provided or made available.

This position is not eligible for any form of sponsorship (e.g. OPT or H1B visa status) now or in the future. Only individuals authorized to work in the United States now and for the foreseeable future will be considered for this position.