Customer Service Representative 1 - 1

Functional Role

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 processes orders coming for EDI/Customer Portals/Blanket PO and Shared Mailbox.

Check and analyze pricing discrepancy, plant capacity for ATP, credit status and coordinate with customer, sales representative, and materials department to ensure correct order. Update 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.

Provides shipment confirmation, generates shipment list and open order report. Coordinate and communicate 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.

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

1. Manage efficient usage of production time and company resources through accuracy in handling interaction and maintaining productivity within acceptable transaction volume levels.

2. Support development of process documents such as Procedures and Work Instructions.

Performs other functions as may be deemed necessary by immediate supervisor.

Additional Functions

1. Attends training, workshop, seminar, and focus group discussions of the team.

Work within defined Copeland operational and employee goals by contributing to other projects, if needed.

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.