About this role
About the Role Copeland is seeking a Customer Service Representative to manage level 1 customer inquiries, process orders, and coordinate cross-functionally to ensure accurate orders and on-time delivery across multiple channels. This role combines customer support, order management, and collaboration with sales, materials, and plant teams in a hybrid work setting.
What You'll Do
- Receive and respond to level 1 customer inquiries via calls, emails, and chat.
- Manage mailbox and prioritize orders based on transaction level.
- Receive and process orders via EDI, Customer Portals, Blanket PO, and Shared Mailbox; update orders as needed.
- Check pricing discrepancies, plant capacity for ATP, credit status, and coordinate with customer, sales, and materials department to ensure correct orders.
- Update existing orders in case of changes and coordinate with other parties involved.
- Provide resolution to order management issues by referring to standard processes and materials.
- Provide shipment confirmation, generate shipment list and open order report.
- Expedite and deliver critical and past due orders by coordinating with customer, plant personnel, sales, and support teams.
- Monitor order status and delivery by coordinating with customer, plant personnel, sales, and support teams.
- Handle level 1 customer inquiries about warranty, claims and returns; process RGA requests and credit claims per guidelines.
- Support development of process documents such as procedures and work instructions.
- Attend training, workshops, seminars, and focus group discussions; contribute to other projects as needed.
- Maintain production time efficiency and productivity within acceptable transaction volume levels.
What We're Looking For
- Experience handling level 1 customer inquiries via phone, email, and chat; strong communication skills.
- Experience in order management and cross-functional coordination with sales, materials, and production teams.
- Ability to analyze pricing discrepancies, ATP, and credit status, and to coordinate with customers and internal departments.
- Strong multi-tasking, organizational, and problem-solving abilities; ability to expedite and monitor order status.
- Familiarity with EDI/Portals and shipment processes is a plus; willingness to participate in training and process improvement.
Nice to Have
- None specified in the posting.
Compensation & Benefits
- Flexible and competitive benefits plans offering options to meet individual and family needs.
- Flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.