Customer Service Specialist (Hybrid)

Natural Factors; Brantford; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in climate technologies seeks a Customer Support Representative to provide exceptional service to Wholesale and OEM customers. The role involves managing orders, ensuring data accuracy, and collaborating with various teams to enhance customer satisfaction. Ideal candidates will have a strong customer support orientation and experience in a fast-paced environment. Join us to contribute to sustainability while advancing your career!

Benefits

Medical Insurance Plans

Dental Coverage

Vision Coverage

Defined Contribution Pension Plan

Flexible Time Off Plans

Paid Parental Leave

Qualifications

• Minimum 2-3 years experience in Customer Service or 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.
• Investigate shipping error claims and coordinate with various departments.

Skills

Customer Support Orientation

Adaptability

Education

High School Diploma

Undergraduate Degree

Tools

Oracle

MS-Excel

SharePoint

MS-Teams

Genesys Cloud Phone System

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!

Principle Responsibilities

• Provide Telephone and Email Customer Support for our Wholesale and OEM Copeland customers with a strong customer focus and use of interpersonal skills.
• Entering customer orders, adhering to customer requested timelines, product lead time, and pricing, managing customer EDI orders, manage customer portal requirements
• Ensure an action oriented, accountable, and accurate approach to data entry order details, warranty, cross referencing basic technical information, and customer-related Copeland policies
• Issue RGA’s, invoices, & credits, with special attention to any special instructions/customer requirements
• Work with operations department re: RUSH orders; follow up on parts orders and inventory levels with Procurement.
• Investigate Shipping error claims, provide shipping information / documents when required
• Initiate New Item Requests for parts/equipment set up internally
• Liaise with Sales Managers, Technical Product Support, and Product Planning Dept.
• Work with AR & Sales to coordinate the set-up of new customers. Maintain customer profiles and databases; maintain electronic storage system for Customer PO’s; provide customer open order reporting, manage, organize, and classify data on various software platforms relative to Customer Orders, inventory levels, and supply chain updates.
• Work with sales, procurement, and customer service to track Copeland OEM Sample orders through to completion (customer delivery)
• Co-ordinate with Ops, Sales, IT, and Customer Service Team to identify improvement opportunities or applications utilizing new or existing tools.
  
  

Qualitative Proficiencies

• Build strong relationships with Customers, Sales Representatives, and Team stakeholders.
• Work to meet the expectations that are set with the customer – work to exceed expectations when recovering from an issue or problem.
• Apply professional expertise when anticipating customer needs and/or problem-solving customer issues and escalate inquiries/issues/opportunities when appropriate.
• Adaptability to manage conflict, ambiguity, and complexity.
• Ability to adapt to agile learning with Customer Service cross-training and sales strategies an asset.
• Demonstrate a thorough knowledge of Copeland products and services.
  
  

Skills/Qualifications

• High School Diploma and a minimum of 2-3 years’ experience in Customer Service or Client-facing role. Undergraduate degree preferred.
• Strong customer support orientation
• System proficiency includes Outlook, Oracle, MS-Excel, SharePoint, MS-Teams, One Note, Sigma, Genesys cloud phone system, Online tools This is not an exclusive list.
• Ability to work in a fast-paced, and collaborative environment
• Talent for continuous training, self-development and understanding of new and/or technical content
• Bilingual English/French is an asset not a requirement
• Authorization to Work in Canada without sponsorship
  
  

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.

We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this purpose to life while competing and leading in a global economy. Our training programs focus on end-to-end development, from onboarding through senior leadership.

Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, defined contribution pension plan and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave.

Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us!

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 employe 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.

If you have an accommodation need, please contact Human Resources or [e-mail] to make appropriate arrangements.

No calls or agency requests please.