About the role
About Us
We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.
Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!
Description
If you are a customer-focused operations leader, we have an exciting opportunity for you! Based at our distribution center, you will be responsible for leading customer service execution, order management, and delivery performance to ensure high service levels and customer satisfaction.
This role serves as the primary interface between customers, sales, and site operations, ensuring alignment between demand, operational capability, and execution. You will drive proactive communication, improve RDSL performance, and establish disciplined processes for order prioritization, escalation management, and customer support.
This position operates under the general guidance of the Plant Manager.
As the Customer Service Manager, you will:
Serve as the primary point of contact for customers and sales on order status, delivery performance, and issue resolution
Lead resolution of delivery issues, escalations, and past-due orders with clear ownership and follow-through
Oversee end-to-end order management and ensure prioritization of customer-critical and past-due orders
Drive improvement in RDSL (Requested Delivery Service Level) and overall service performance
Partner with Operations, Planning, Materials, and Sales to align demand with execution capability and shipment commitments
Own the process for expedite requests and escalation management, establishing structured intake and prioritization
Monitor and resolve orders at risk, including staged-but-not-shipped and past-due orders
Develop and implement standard work and SOPs to improve customer service processes and eliminate reactive workflows
Lead and develop the customer service team, promoting accountability, urgency, and proactive problem-solving
Required education, experiences & skills:
Bachelor’s degree in supply chain, Business, Operations, or a related field
5+ years of experience in customer service, supply chain, or operations within a distribution or manufacturing environment
3+ years in a leadership or supervisory role
Strong understanding of order management, fulfillment, and logistics processes
Experience working cross-functionally with operations and sales teams
Proven ability to manage escalations and drive resolution in a fast-paced environment
Strong communication and stakeholder management skills
Proficiency in ERP/WMS systems (Oracle, SAP, JD Edwards, etc.)
Strong analytical and problem-solving skills
Preferred education, experiences & skills:
Experience in high-volume, multi-SKU distribution environments
Knowledge of Lean, Six Sigma, or continuous improvement methodologies
Experience managing customer-facing performance metrics (RDSL, on-time delivery, backlog)
Experience building or improving customer service processes and SOPs
Advanced Excel or data analysis skills
Customer and supplier relations experience
Onsite Work Arrangement:
This role is based fully onsite, and not eligible for hybrid or remote work opportunities
#LI-FS1
Our Commitment to Our People
Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.
Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave.
Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!
Our Commitment to Inclusion & Belonging
At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.
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: copeland.careers@copeland.com
Aplyr's read
Copeland excels in HVAC and refrigeration, attracting talent in procurement, engineering, and sustainability, with a focus on innovation and industry-specific solutions.
What's promising
- •Copeland is a leader in HVAC and refrigeration, ensuring job stability in a niche market.
- •The company invests in innovative solutions, providing opportunities for employees to work on cutting-edge projects.
- •Copeland's diverse roles, from procurement to engineering, offer varied career paths and skill development.
What to watch
- •Limited public information about Copeland's work culture and employee satisfaction.
- •Potential challenges in adapting to rapid technological changes in HVAC and refrigeration.
- •The niche market focus may limit career opportunities outside the industry.
Why Copeland
- •Copeland specializes in commercial refrigeration and HVAC, setting it apart from broader manufacturing firms.
- •The company emphasizes sustainability, appealing to environmentally conscious job seekers.
- •Copeland's focus on innovative solutions attracts professionals eager to work on advanced technologies.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Copeland
Copeland is a leading manufacturer of commercial refrigeration and HVAC systems, specializing in innovative solutions for various industries.
