Customer Service Representative I - 2

Customer Service Representative

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.

Main Duties

Service Level and Productivity

1. 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
2. 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
3. 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

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

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 Diversity, Equity & Inclusion

At Copeland, we believe having a diverse, equitable and inclusive environment is critical to our success. We are committed to creating a culture where every employee feels welcomed, heard, respected, and valued for their experiences, ideas, perspectives and expertise. Ultimately, our diverse and inclusive culture is the key to driving industry-leading innovation, better serving our customers and making a positive impact in the communities where we live.

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.