Customer Service Manager

Customer Service Manager

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.

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.

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