Customer Operations Specialist

Valce Talent Solutions; Región Centro; Híbrido; MXN 201.000 - 279.000; Jornada completa

Descripción de la vacante

Copeland in Guadalajara, Mexico is seeking a temporary Customer Service Representative to provide hybrid backoffice support. The role handles order entry, quotes, profiles, and documentation while coordinating with multiple teams to ensure timely processing.

Requirements include a customer service background, English communication, and the ability to work under deadlines. This full-time hybrid position offers exposure to global operations in a climate technology leader.

Formación

• Customer service background required.
• Bachelor’s degree in related fields.
• Export knowledge a plus.
• Strong communication and organizational skills.
• Ability to work under pressure and meet deadlines.

Responsabilidades

• Order entry support across Gdl Customer Service team and process quotes and firm orders via Oracle and JDE.
• File Customer Profiles for new orders, quotations and shipments based on Record Retention.
• Index documents in Onbase and update shipping dates in Oracle.
• Acknowledge orders and shipments and support CSRs and Management as needed.
• Handle inbound calls and respond to emails and assist during peak seasons.

Conocimientos

Customer service

English communication

Work under pressure

Export knowledge

Educación

Bachelor's Degree in International Business/Marketing/Engineering

Herramientas

Oracle

JDE

ERP systems

Descripción del empleo

Customer Service Representative (Temporal)

Hybrid

Guadalajara, Mexico

Full time

JR

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.

We are a sustainable company engaged to the values of Excellence, Innovation, Collaboration, Respect and Responsibility. We seek professionals who share our vision of creating sustainable solutions that improve lives and protect the planet, today and for future generations.

We are looking for your talent, join our team and start your journey today!

Responsibilities:

• Order entry support across Gdl Customer Service team. Process daily customer quotes and firm orders thru the following Order Entry options: Oracle and JDE
• Filing Customer Profiles for new orders, quotations and shipments based in the Record Retention
• Index documents in Onbase
• Weekly update new shipping dates in Oracle
• Acknowledge orders and shipping
• Support other all BUs during CSR transitions, training, vacations, disease, and peak season
• Support Management and CSRs
• Take inbound calls and respond emails

Requirements:

• Ability to work under pressure, respecting deadlines, and delivery results.
• Customer Service background.
• Export knowledge a plus.
• Computer knowledge (Oracle, JDE or any other ERP experience a plus).
• Superior communication and organizational skills.

Education

• Bachelor's Degree in International Business, Marketing or Engineering degree.

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.

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, or disability. We are committed to providing a workplace free of any discrimination or harassment.

No calls or agency requests please.

With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally.

Job Summary

This hybrid backoffice helpdesk role supports high technology customers through clear English communication and diligent case handling. The candidate manages inquiries documents resolutions and coordinates with internal teams to ensure swift and accurate support. The role focuses on improving customer experience strengthening service reliability and contributing to efficient global operations for the company.

Responsibilities

• Handle incoming customer inquiries related to high technology products through backoffice channels and provide clear concise responses in English that resolve issues efficiently while improving overall customer satisfaction and trust in the company services.
• Manage case logging and documentation in helpdesk systems by accurately capturing customer requests actions taken and outcomes so that information remains reliable accessible and useful for future analysis and continuous improvement.
• Coordinate with internal technical and operations teams to gather required information and ensure timely resolution of complex customer queries in the high technology domain while maintaining smooth communication and minimal disruption to the customer experience.
• Monitor daily workloads and prioritize helpdesk tickets based on impact and urgency to ensure that high technology clients receive responsive and consistent support aligned to agreed service expectations.
• Provide proactive status updates to customers in English through written and verbal communication so that they feel informed respected and confident in the progress of their reported issues and service requests.
• Maintain high accuracy when entering and updating customer data in backoffice tools to support robust reporting compliance needs and data driven decisions that enhance customer experience strategies.
• Collaborate with quality and process teams to identify recurring customer pain points in the high technology space and recommend practical improvements that make support interactions smoother and more effective.
• Follow defined helpdesk workflows and knowledge base guidelines to ensure every customer interaction adheres to company standards regulatory needs and industry best practices for high technology services.
• Contribute to continuous improvement by sharing observations from daily customer interactions and suggesting enhancements to templates responses and procedures that better address frequent questions and technical challenges.
• Participate in training sessions focused on English communication skills high technology product awareness and helpdesk tools to strengthen capability and deliver more accurate and empathetic customer support.
• Support metrics tracking by updating ticket statuses correctly and within required timeframes which helps the company measure performance identify trends and refine customer experience programs.
• Assist in building and maintaining a knowledge repository of common issues solutions and guidance tailored to high technology customers enabling faster resolutions and more consistent responses across the helpdesk team.
• Ensure that every interaction reflects the company values of reliability transparency and customer focus thereby reinforcing the purpose of enabling safe productive use of high technology solutions in society.

Qualifications

• Demonstrate strong English speaking and comprehension skills that enable clear respectful and professional communication with diverse customers and internal partners across multiple regions.
• Exhibit familiarity with high technology concepts products or services such as software hardware or digital platforms allowing effective understanding of customer issues and accurate interpretation of technical details.
• Show ability to learn helpdesk tools ticketing platforms and documentation processes quickly and apply them consistently to manage customer requests in a structured and organized manner.
• Display customer centric thinking by actively listening to concerns identifying the core problem and responding with concise solutions that support positive outcomes and lasting relationships.
• Possess basic analytical skills to review case histories recognize patterns and contribute insights that help refine workflows and improve high technology customer support quality.
• Demonstrate adaptability to hybrid work arrangements and day shift schedules while maintaining productivity accountability and effective collaboration through digital communication tools.
• Prefer exposure to service desk or contact center environments supporting high technology clients where experience with case handling and knowledge bases enhances readiness for this role.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We are looking for experienced Sales, Revenue, or Customer Success Operations professionals with strong CRM expertise and operational judgment. The role focuses on improving workflows, data accuracy, reporting, and revenue operations across SaaS environments.

Sales / Revenue / CS Operations Expert

Job Type: Contractor

Location: Remote

Role Overview

We are looking for experienced Sales, Revenue, or Customer Success Operations professionals with strong CRM expertise and operational judgment. The role focuses on improving workflows, data accuracy, reporting, and revenue operations across SaaS environments.

Key Responsibilities

• Configure and manage CRM platforms such as Salesforce, HubSpot, or similar tools.
• Manage revenue tools including