Customer Service Specialist

Job Description

Our Brantford Ontario location has supported Copeland customers since 1967 and serves as the headquarters supporting our Canadian customer base across HVAC and Refrigeration product lines. We are currently seeking a Customer Service professional for a temporary 1215 month contract assignment. This role will serve as a key point of contact for Wholesale and OEM customers supporting order management customer communications warranty and shipping coordination inventory follow-up reporting and cross-functional collaboration across Sales Operations Procurement IT and Technical Support teams.

Principle Responsibilities

• Provide telephone and email customer support for Wholesale and OEM Copeland customers with a strong customer focus and effective interpersonal communication skills.
• Enter customer orders while adhering to requested timelines product lead times and pricing requirements. Manage customer EDI orders and customer portal requirements.
• Ensure an action-oriented accountable and accurate approach to order entry warranty processing cross-referencing basic technical information and customer-related Copeland policies.
• Issue RGAs invoices and credits while managing any special instructions or customer-specific requirements.
• Work closely with Operations regarding rush orders and follow up on parts orders and inventory levels with Procurement.
• Investigate shipping error claims and provide shipping documentation or related information when required.
• Initiate new item requests for internal parts and equipment setup.
• Liaise with Sales Managers Technical Product Support and Product Planning teams.
• Partner with Accounts Receivable and Sales to coordinate new customer setup. Maintain customer profiles databases and electronic storage systems for customer purchase orders. Provide open order reporting and manage data across software platforms related to customer orders inventory levels and supply chain updates.
• Work with Sales Procurement and Customer Service teams to track OEM sample orders through completion and customer delivery.
• Coordinate with Operations Sales IT and Customer Service teams to identify process improvement opportunities and leverage new or existing tools and applications.

Qualitative Proficiencies

• Build strong relationships with customers sales representatives and internal stakeholders.
• Meet customer expectations consistently and work to exceed expectations when resolving issues or service disruptions.
• Apply professional judgment to anticipate customer needs solve customer issues and appropriately escalate concerns or opportunities.
• Demonstrate adaptability when managing conflict ambiguity and changing priorities.
• Support agile learning through customer service cross-training and evolving sales strategies.
• Develop and maintain a strong understanding of Copeland products and services.

Skills & Qualifications

• 23 years of experience in Customer Service or another client-facing role.
• Strong customer support orientation and communication skills.
• Proficiency with systems and tools including Outlook Oracle MS Excel SharePoint MS Teams OneNote Sigma Genesys Cloud phone system and other online tools. This is not an exhaustive list.
• Ability to work effectively in a fast-paced collaborative environment.
• Undergraduate degree preferred.
• Demonstrated ability and willingness for continuous learning self-development and understanding technical or product-related content.
• Bilingual French is considered an asset but is not required.
• Authorization to work in Canada is required.
• This is a temporary 1215 month contract position.