Customer Service Representative 1-1

Copeland Philippines, Inc; Quezon City; On-site; PHP 223,200 - 334,800; Full time

Job summary

Copeland Philippines, Inc is seeking a dedicated professional to handle customer inquiries and manage order processing. Key responsibilities include responding to customer inquiries, managing incoming orders, and ensuring effective resolution of order-management issues. The role demands coordination across multiple departments to ensure timely delivery of orders.

The ideal candidate will contribute to process improvement initiatives and be involved in various operational projects as needed. Copeland promotes a diverse workplace where all qualified applicants are considered without discrimination.

Responsibilities

• Receives and responds to level1 customer inquiries received through different channels (calls, emails, chat).
• Manages mailbox by identifying appropriate transaction levels and classification for prioritization of orders.
• Checks and analyzes pricing discrepancy, plant capacity for ATP, credit status.
• Provides resolution to order-management issues by referring to standard process and materials.
• Coordinates and communicates with multiple departments to expedite and deliver critical and past-due orders.

Job description

Job Responsibilities

• Receives and responds to level1 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 through EDI, customer portals, blanket PO and shared mailbox.
• Checks and analyzes pricing discrepancy, plant capacity for ATP, credit status and coordinates with customer, sales representative and materials department to ensure correct order.
• Updates existing orders in case of changes and coordinates 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.
• Coordinates and communicates with multiple departments to expedite and deliver critical and past‑due orders.
• Monitors order status and delivery by coordinating with customer, plant personnel, sales and support teams.
• Handles level1 customer inquiries about warranty, claims and returns.
• Processes RGA request and credit claims by referring to standard guidelines and process.

Key Immediate Initiatives

• Manage efficient usage of production time and company resources through accuracy in handling interaction and maintaining productivity within acceptable transaction volume levels.
• Support development of process documents such as procedures and work instructions.

Additional Functions

• Attends training, workshop, seminar and focus group discussions as part of the team.
• Works within defined operational and employee goals by contributing to other projects, if needed.
• Performs other functions as may be deemed necessary by the immediate supervisor.

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.