Copeland
Climate Technologies
RepresentativeCustomerService
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Representative Customer Service at Copeland. Skills: Customer Service, Order Management, Problem Solving. Communicate proactively with customers. Identify customer problems”
Industry & Context.
Problem identification; Problem solving
What They're Looking For.
Must Have
Customer Advocacy, Request Date Service Levels met, Management of customer follow-up, Demand analytics, Order entry, Order management, Forecast management, EDI management, Shipment management, Problem identification, Problem solving, Product fulfillment management, Internal escalations, Plant and warehouse communications, Customer meetings, Customer reporting, Back-up during absence, Sales support, Returned goods, Credits and debits, Record Retention, Customer process documentation, Internal systems, tools, and reports, Participation in Department and Company objectives, Attends training, workshop, seminar, and focus group discussions, Work within defined Manila Copeland operational and employee goals, Take Care of Retail accounts, Make sure that inventory of items on the retail account websites are accurate/up to date, Take care of all return and scrap requests, Process all retail/utility related deductions, Make sure to use all channels/portals to communicate back to customers and merchants
What You'll Do.
Communicate proactively with customers
Identify customer problems
Solve customer problems
Make effective decisions for customers
Act with urgency for customers
Ensure Request Date Service Levels are met
Manage all customer follow-up and actions
Perform demand analytics
Use Open Order reporting
Manage product fulfillment
Ensure customer production needs are covered
Communicate internal escalations
Coordinate plant and warehouse communications
Coordinate with other departments
Conduct customer meetings
Provide customer reporting
Support other desks during absence
Provide sales support
Process returned goods
Maintain record retention
Document customer processes
Utilize internal systems
Participate in Department and Company objectives
Contribute to other projects
Take care of Retail accounts
Process orders via EDI or Customer Websites
Process manual orders
Ensure retail account inventory accuracy
Update retail account inventory
Process return requests
Process scrap requests
Process retail deductions
Process utility deductions
Communicate via channels/portals
How You'll Work.
Team & Collaboration
Plant and warehouse coordination; Internal escalations and communications; Coordination with other departments
Communication Scope
Customer meetings; Customer reporting
Full 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 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! * Customer Advocacy in all manners of work, including proactive communications, problem identification and problem solving, effective decision making and having a strong sense of urgency on the customer’s behalf * Activities tied to ensuring Request Date Service Levels are met * Management of all customer communications; follow-up and actions as relevant * Demand analytics, order entry and order management. Responsible for order entry based upon all types of incoming, including MRP and customer portal management. * Forecast management as relevant. * EDI management as relevant. * Shipment management * Problem identification and problem solving. Use of Open Order reporting for proactive problem identification and resolution, aka The Daily Regimen * Product fulfillment management and escalations. Directly responsible to ensure the customer’s production needs are covered. Internal escalations and communications where there is at risk due to product availability issues. * Plant and warehouse communications and coordination. Coordination with other outside departments as relevant * Customer meetings and customer reporting as relevant. * Back-u
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