Representative II Customer Service

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!

JOB DESCRIPTION

Customer Relationship Management

• Receives and responds to level 1 customer inquiries received through different channels (calls/ emails/chat).
• Manages mailbox by identifying appropriate transaction levels and classification for prioritization of orders.
• Receives and works on quotes sent by customers through call and email.
Receives and processes orders coming for EDI/ Customer Portals/ Web/ Blanket PO and Shared Mailbox

Order Management

• Checks and analyses pricing discrepancy, plant capacity for ATP, credit status and coordinate with customer, sales representative, and materials department to ensure correct order.
• Updates existing orders in case of changes and coordinate with other parties involved.
• Provides resolution to order management issues by referring to standard process and materials.
• undefined Expediting And Delivery Schedule Provides shipment confirmation, generates shipment list and open order report.Coordinates and communicates to multiple departments to expedite and deliver critical and past due orders.Coordinates and communicates with customer, plant personnel, sales, and support teams to monitor order status and delivery.
  

After Sales Support

• Handles level 1 customer inquiries about warranty, claims and returns.
Process RGA request and credit claims by referring to standard guidelines and process

Key Immediate Initiative

• Manage efficient usage of production time and company resources through accuracy in handling interaction and maintaining productivity within acceptable transaction volume levels.
• Support development of process documents such as Procedures and Work Instructions.
Performs other functions as may be deemed necessary by immediate supervisor

Additional Functions

• Attends training, workshop, seminar, and focus group discussions of the team.
• Works within defined Copeland’s operational and employee goals by contributing to other projects, if needed.
Provides peer to peer training through structured modules and training materials

JOB SPECIFICATIONS

Educational Background

• Graduate of any four-year business, behavioural, discipline course.
Graduate of any engineering discipline course will also be considered

Work Experience or Training

• At least two (2) years experience gained from interactive end to end customer service and related functions.
Background in offshore service operations is an advantage

Skills and Abilities

• Excellent Customer Care
• Ability to assume cross-trained function in the event of low utilization.
• Ability to assume back-up functions in the event of skills and capacity constraints.
• Excellent written and spoken communication skills in English.
Computer application skills such as MS Office Applications, Oracle and other Business Systems and Tools

Oher Work Conditions Requirements

• Willing to work on shifting operations which may include weekends with scheduled day off, to support the assigned business and customers.
Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands

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 . We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), 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.

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.