Customer Success & Order Fulfillment Pro II

Copeland Electric; Philippines; Presencial; PHP 360.000 - 540.000; Jornada completa

Descripción de la vacante

Copeland Electric in the Philippines is seeking a dedicated Customer Service / Order Management specialist to deliver an outstanding customer experience by acting as a trusted advocate and resolving issues promptly. You will manage inquiries across channels, process orders with precision, and coordinate with sales, production, and logistics to ensure timely delivery.

The role emphasizes initiative, accuracy, and collaboration within a global HVACR-focused organization, providing exposure to

Responsabilidades

• Customer Relationship Management
• 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.
• Develop and sustain productive partnerships with internal departments, ensuring open communication, mutual support, and alignment in meeting customer and organizational goals.
• 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.
• Performs other functions as may be deemed necessary by the immediate supervisor.

Descripción del empleo

Copeland Electric in the Philippines is seeking a dedicated Customer Service / Order Management specialist to deliver an outstanding customer experience by acting as a trusted advocate and resolving issues promptly. You will manage inquiries across channels, process orders with precision, and coordinate with sales, production, and logistics to ensure timely delivery.

The role emphasizes initiative, accuracy, and collaboration within a global HVACR-focused organization, providing exposure to