Customer Service Specialist (Hybrid)
Customer Service Specialist (Hybrid)
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Job Description
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 temperaturesensitive goods throughout the cold chain. And we bring comfort to people globally. Bestinclass engineering design and manufacturing combined with categoryleading brands in compression controls software and monitoring solutions result in nextgeneration 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!
Principle Responsibilities
- Provide Telephone and Email Customer Support for our Wholesale and OEM Copeland customers with a strong customer focus and use of interpersonal skills.
- Entering customer orders adhering to customer requested timelines product lead time and pricing managing customer EDI orders manage customer portal requirements
- Ensure an action oriented accountable and accurate approach to data entry order details warranty cross referencing basic technical information and customerrelated Copeland policies
- Issue RGAs invoices & credits with special attention to any special instructions/customer requirements
- Work with operations department re: RUSH orders; follow up on parts orders and inventory levels with Procurement.
- Investigate Shipping error claims provide shipping information / documents when required
- Initiate New Item Requests for parts/equipment set up internally
- Liaise with Sales Managers Technical Product Support and Product Planning Dept.
- Work with AR & Sales to coordinate the setup of new customers. Maintain customer profiles and databases; maintain electronic storage system for Customer POs; provide customer open order reporting manage organize and classify data on various software platforms relative to Customer Orders inventory levels and supply chain updates.
- Work with sales procurement and customer service to track Copeland OEM Sample orders through to completion (customer delivery)
- Coordinate with Ops Sales IT and Customer Service Team to identify improvement opportunities or applications utilizing new or existing tools.
Qualitative Proficiencies:
- Build strong relationships with Customers Sales Representatives and Team stakeholders.
- Work to meet the expectations that are set with the customer work to exceed expectations when recovering from an issue or problem.
- Apply professional expertise when anticipating customer needs and/or problemsolving customer issues and escalate inquiries/issues/opportunities when appropriate.
- Adaptability to manage conflict ambiguity and complexity.
- Ability to adapt to agile learning with Customer Service crosstraining and sales strategies an asset.
- Demonstrate a thorough knowledge of Copeland products and services.
Skills/Qualifications:
- High School Diploma and a minimum of 23 years experience in Customer Service or Clientfacing role. Undergraduate degree preferred.
- Strong customer support orientation
- System proficiency includes Outlook Oracle MSExcel SharePoint MSTeams One Note Sigma Genesys cloud phone system Online tools This is not an exclusive list.
- Ability to work in a fastpaced and collaborative environment
- Talent for continuous training selfdevelopment and understanding of new and/or technical content
- Bilingual English/French is an asset not a requirement
- Authorization to Work in Canada without sponsorship
Our Commitment to Our People
Across the globe we are united by a singular Purpose: Sustainability is no small ambition. Thats why everything we do is geared toward a sustainable futurefor 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.
We invest in our employees to ensure they have the marketplace knowledge skills and competencies to bring this purpose to life while competing and leading in a global economy. Our training programs focus on endtoend development from onboarding through senior leadership.
Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans dental and vision coverage defined contribution pension plan and more. We provide employees with flexible time off plans including paid parental leave vacation and holiday leave.
Our success is measured by the positive impact we make on people our communities and the world through our unwavering focus on environmental social and regulatory progress. Learn more about us!
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 employe 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.
If you have an accommodation need please contact Human Resources or to make appropriate arrangements.
No calls or agency requests please.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
