Manager Customer Service AHU

About the role

Lead Customer Service operations for the North American Air-Handling Business, managing a team of 3 direct reports.

Responsibilities

• Drive performance in order management, customer experience, and sales support while ensuring operational consistency and continuous improvement.
• Team Leadership: Lead, coach, and develop a team of customer service professionals; set goals, track KPIs, and drive accountability and performance.
• Order Management: Oversee order entry and fulfillment across North America; ensure accuracy, timeliness, and alignment with service metrics; partner with manufacturing, logistics, and finance to resolve issues.
• Customer Experience: Serve as escalation point for complex customer issues; drive customer satisfaction through proactive communication and resolution; implement best practices to improve responsiveness and service quality.
• Sales Support: Partner with sales on reservations, leadtime management & pipeline support; leverage Salesforce and other tools to track activity and performance; support end-to-end transaction flow from quote to cash in partnership with finance.
• Process Improvement: Identify and implement improvements to increase efficiency and consistency using the JCI Business System (Lean); ensure compliance with company policies and North America requirements.

Requirements

• 7+ years of experience in customer service, inside sales, or operations.
• Experience leading teams in a North America environment.
• Preferred: Salesforce proficiency.
• Strong communication, problem-solving, and organizational skills.

Benefits

Competitive salary and bonus
Paid vacation/holidays/sick time
Comprehensive benefits package including 401K, medical, dental, and vision care.
On-the-job/cross-training opportunities
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy

Pay

SALARY RANGE: $112,000 - $187,000(Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)

Schedule

This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package.