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
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
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
Required 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.
#LI-Hybrid
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.
