Customer Service Representative I-1

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!

Create value for customers through interactive customer care and solutions via phone, email, portal/online and chat. This position is responsible to perform customer service in a fast-paced environment.

Responsibilities

MAIN DUTIES

SERVICE LEVEL AND PRODUCTIVITY

• Provide professional and efficient customer service as guided by the defined process and procedure, using tools and systems, within the assigned function or scope of work as follows:
• Pricing and Availability
• Purchase Order Entry
• Order / Shipment Status
• Product Lead Times
• Call Back / Follow Up Call
• Cross Reference
• General Product Information
• Logistics
• Provide professional and accurate solutions for customer concerns through implementing the following:
• Expedite Orders
• Invoice Corrections
• Return Goods Authorization / Direction
• Special Build and Drop Off Orders
• Tracking, correction and processing of missing, misread or incomplete purchase orders
• Customer complaints including, but not limited to, missed shipments and incorrect drop-offs and requests for credit
• Manage efficient usage of production time and company resources through the following:
• Accuracy in Interaction Handling
• Maintaining productivity within acceptable transaction volume levels
  
  

Additional Functions

• Attends training, workshop, seminar, and focus group discussions of the team.
• Work within defined operational and employee goals by contributing to other projects, if needed.
• Acts as a backup for colleagues if needed.
• Identify process improvement opportunities and work cross functionally as assigned to improve customer experience.
• Complete additional assignments as directed by leadership.
  
  

JOB SPECIFICATIONS

EDUCATIONAL BACKGROUND

Graduate of any 4-year business or behavioral 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 customer service and related functions

At least one (1) year experience gained from marketing, sales, supply chain, or similar function a plus

Background in offshore service operations is a plus

Customer service experience in a manufacturing environment is a plus

Skills And Abilities

Customer service minded

Strong attention to detail and demonstrate time management skills

Strong problem solving and critical thinking skills

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

Ability to interact with all levels of management both internal and with external customers

Excellent written and spoken communication skills in English. Ability to speak or write in another

language is an advantage but not required, unless identified by the customer and support requirements

Computer application skills such as MS Office Applications, Oracle, Salesforce, Genesys Cloud, and other business systems and tools

Other Work Conditions

Willing to work on shifting operations which may include weekends with scheduled days 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.

COMPETENCY PROFILE

Analyze Issues

Drive for Results

Foster Teamwork

Build Relationships

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.