Customer Service Specialist (Hybrid)

Copeland; Brantford; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading company in climate technologies is seeking a Customer Service Specialist to provide exceptional support to Wholesale and OEM customers. The role involves managing orders, ensuring data accuracy, and collaborating with various teams. Ideal candidates will have a strong customer focus, problem-solving skills, and experience in a fast-paced environment. Join us to make an impact in sustainable technology and benefit from comprehensive training and flexible benefits plans.

Benefits

Flexible Benefits Plans

Comprehensive Training

Qualifications

• 2-3 years of experience in customer service or a client-facing role.
• Bilingual English/French is an asset.

Responsibilities

• Provide telephone and email customer support for Wholesale and OEM customers.
• Manage customer orders and ensure accurate data entry.
• Collaborate with Sales Managers and Technical Product Support.

Skills

Customer Support Orientation

Problem Solving

Conflict Management

Adaptability

Education

High School Diploma

Undergraduate Degree

Tools

Oracle

MS-Excel

SharePoint

MS-Teams

OneNote

Sigma

Genesys Cloud Phone System

Job description

Join to apply for the Customer Service Specialist (Hybrid) role at Copeland

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 bring comfort to people globally. Our 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 built for the needs of the world ahead.

Whether you are a professional seeking a career change, an undergraduate exploring your first opportunity, or a recent graduate with an advanced degree, we offer opportunities 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 interpersonal skills.
• Enter customer orders, adhere to requested timelines, manage customer EDI orders, and handle customer portal requirements.
• Ensure accurate data entry of order details, warranty, technical information, and adherence to Copeland policies.
• Issue RGA’s, invoices, and credits, paying attention to special instructions or customer requirements.
• Coordinate with operations regarding RUSH orders, follow up on parts orders, and manage inventory levels with Procurement.
• Investigate shipping error claims and provide shipping information/documents as required.
• Initiate new item requests for parts/equipment setup internally.
• Collaborate with Sales Managers, Technical Product Support, and Product Planning departments.
• Work with AR & Sales to set up new customers, maintain customer profiles and databases, and organize data related to customer orders, inventory, and supply chain updates.
• Track OEM sample orders through to customer delivery, coordinating with relevant teams.
• Identify improvement opportunities with Ops, Sales, IT, and Customer Service teams utilizing new or existing tools.

Qualitative Proficiencies

• Build strong relationships with customers, sales representatives, and team stakeholders.
• Exceed customer expectations, especially when resolving issues.
• Anticipate customer needs and problem-solve proactively, escalating issues when necessary.
• Manage conflict, ambiguity, and complexity effectively.
• Be adaptable to cross-training and new sales strategies.
• Demonstrate thorough knowledge of Copeland products and services.

Skills/Qualifications

• High school diploma with 2-3 years of experience in customer service or a client-facing role; undergraduate degree preferred.
• Strong customer support orientation.
• Proficiency in Outlook, Oracle, MS-Excel, SharePoint, MS-Teams, OneNote, Sigma, Genesys cloud phone system, and online tools.
• Ability to work in a fast-paced, collaborative environment.
• Commitment to continuous learning and understanding technical content.
• Bilingual English/French is an asset but not required.
• Authorization to work in Canada without sponsorship.

Our Commitment

We are dedicated to sustainability, reducing carbon emissions, and improving energy efficiency through innovative HVACR technology and cold chain solutions. We invest in our employees' development through comprehensive training and offer flexible, competitive benefits plans to meet individual and family needs. Our success is measured by our positive impact on people, communities, and the environment.

Inclusion & Belonging

At Copeland, we foster an inclusive environment where individuals of all backgrounds and perspectives are valued and treated fairly. Our employee resource groups support our culture and community building.

Equal Opportunity

Copeland is an Equal Opportunity/Affirmative Action employer. We consider all qualified applicants without regard to sex, race, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or veteran status. For accommodations, contact Human Resources or Accessibility at [e-mail]. No calls or agency requests, please.