Customer Service Supervisor

We are seeking an experienced Customer Service professional with proven leadership capabilities to join our team. The ideal candidate will possess strong leadership skills, a growth mindset, and a passion for delivering world-class service experiences. This role involves overseeing daily operations, inspiring and coaching team members, and implementing strategies to enhance customer satisfaction.

Copeland offers an excellent compensation package with competitive salary, comprehensive healthcare package, 401k (75% company match up to 5%), quarterly company funded retirement plan with an additional contribution of 2.5%, tuition assistance, flexible work schedule, paid time off (3 weeks + paid holidays) and ongoing Copeland-led training.

As a CUSTOMER SERVICE SUPERVISOR, YOU WILL:

• Direct the day-to-day activities of the Customer Service department to ensure timely and accurate processing of orders and customer inquiries.

• Track key performance indicators to monitor the effectiveness of service operations and identify opportunities to boost customer satisfaction.

• Set performance targets, provide regular feedback, and support team members' professional growth and development.

• Act as the subject matter expert for customers, systems, and processes.

• Support continuous improvement efforts through process design, documentation, implementation, and training.

• Foster a positive and collaborative team culture promoting open communication, knowledge sharing, and a strong commitment to customer success.

REQUIRED EDUCATION, EXPERIENCES & SKILLS:

• Minimum (2) years' experience in a leadership role.

• Minimum (4) years' experience in Customer Service or a related field.

• Excellent communication and interpersonal skills.

• Strong decision-making and problem-solving skills.

• Ability to analyze and distill large data sets into actionable feedback.

• Flexibility to work in a fast-paced environment with changing priorities and requirements.

• Legal work authorization in the United States

• Sponsorship will not be provided for this role

PREFERRED EDUCATION, EXPERIENCES & SKILLS:

• Bachelor's degree in business administration, communications, or related field.

• Experience working with NetSuite and/or Oracle ERP systems.

• Experience supervising remote teams.

• Knowledge of quality assurance principles and experience implementing quality standards.

• Customer Focus

WHO YOU ARE:

You gain insight into customer needs and deliver solutions that surpass customer expectations. You focus efforts on continuous improvement and have a knack for identifying and seizing opportunities for synergy and integration. You establish clear responsibilities and processes for monitoring working and measuring results. You develop others through coaching, feedback, exposure, and stretch assignments.

Schedule:

We offer the flexibility of a core hour work schedule. Employees can flex their start and stop times given they are working during the core hours of 9:00am

• 3:00pm. Our teams work together to ensure their chosen work schedules are supporting our customers. This role has a travel requirement of 0-5% of its time.

About our Business Unit

Electronics & Controls, a business unit of Copeland, is headquartered in St. Louis, MO and is an industry leader in home energy management and comfort control. Our products monitor and control appliances that account for approximately 60% of the energy consumed in the average US household. By networking our products to the cloud, we are discovering new ways to help our customers reduce energy consumption, save money, and maintain comfort. And because our technology touches so much of the residential energy profile, our solutions are positioned to make a significant impact on our nation's carbon footprint. If you want to be part of a collaborative, high energy, fast paced team, where your contributions can make a real impact on the world - you have just found the place!

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