Customer Service Representative II

Copeland; Manila; On-site; PHP 350,000 - 520,000; Full time

Benefits offered by this job

Flexible benefits

Flexible time off

Parental leave

Job summary

Copeland is a global climate technologies company delivering HVACR and cold chain solutions. We are seeking a Customer Service / Order Management professional to deliver outstanding service by resolving inquiries and expediting orders across channels.

You will manage orders with accuracy, coordinate with sales, production and logistics, handle warranty and RMA requests, and support continuous process improvements.

Responsibilities

• Receives and responds to customer inquiries received through different channels.
• Manages mailbox by identifying appropriate transaction levels and classification for prioritization of orders and inquiries.
• Ensure all customer quote requests are promptly reviewed, processed, and followed through to completion, regardless of the channel or method by which they are received.
• Process customer orders with a high degree of accuracy and attention to detail, meeting established SLA requirements and supporting a positive customer experience.
• Checks and analyzes pricing discrepancy, plant capacity for ATP, credit status and coordinate with customer, sales representative, and materials department to ensure correct order.
• Updates existing orders in case of changes and coordinate 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 to multiple departments to expedite and deliver critical and past due orders.
• Coordinates and communicates with customer, plant personnel, sales, and support teams to monitor order status and delivery.
• Handles and coordinates customer inquiries about warranty, claims and returns.
• Process RMA request and credit claims by referring to standard guidelines and process.

Job description

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!

JOB OBJECTIVE

To deliver an outstanding customer experience by acting as a trusted customer advocate, resolving issues efficiently, and building long-term customer loyalty through responsive, high-quality service at every touchpoint.

RESPONSIBILITIES AND OUTPUTS

MAIN DUTIES

Customer Relationship Management

1. Receives and responds to customer inquiries received through different channels.
2. Manages mailbox by identifying appropriate transaction levels and classification for prioritization of orders and inquiries.
3. Ensure all customer quote requests are promptly reviewed, processed, and followed through to completion, regardless of the channel or method by which they are received.

Order Management

1. Process customer orders with a high degree of accuracy and attention to detail, meeting established SLA requirements and supporting a positive customer experience.
2. Checks and analyzes pricing discrepancy, plant capacity for ATP, credit status and coordinate with customer, sales representative, and materials department to ensure correct order.
3. Updates existing orders in case of changes and coordinate with other parties involved.
4. Provides resolution to order management issues by referring to standard process and materials.

Expediting and Delivery Schedule

1. Provides shipment confirmation, generates shipment list and open order report.
2. Coordinates and communicates to multiple departments to expedite and deliver critical and past due orders.
3. Coordinates and communicates with customer, plant personnel, sales, and support teams to monitor order status and delivery.

After Sales Support

1. Handles and coordinates customer inquiries about warranty, claims and returns.
2. Process RMA request and credit claims by referring to standard guidelines and process.

KEY IMMEDIATE INITIATIVE

1. Develop and sustain productive partnerships with internal departments, ensuring open communication, mutual support, and alignment in meeting customer and organizational goals.
2. Manage efficient usage of production time and company resources through accuracy in handling interaction and maintaining productivity within acceptable transaction volume levels.
3. Support development of process documents such as Procedures and Work Instructions.
4. Performs other functions as may be deemed necessary by the immediate supervisor.

ADDITIONAL FUNCTIONS

1. Attends training, workshop, seminar, and focus group discussions of the team.
2. Works within defined Copeland's operational and employee goals by contributing to other projects, if needed.
3. Provides peer to peer training and coaching through structured modules and training materials.

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.

• Flexible and competitive benefits plans offer the right options to meet your individual/family needs.
• We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

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