Customer Service Representative

About the Role Copeland is seeking a Customer Service Representative to provide professional, efficient customer service within defined processes for pricing, orders, shipments, product information, invoicing, and vendor setup. The role emphasizes accurate order handling, proactive issue resolution, and collaboration with Sales to ensure smooth operations.

What You'll Do

• Provide professional and efficient customer service as guided by the defined process, using tools and systems, within the assigned function or scope of work, including pricing and availability, PO entry, order/shipment status, product lead times, callbacks, cross reference, general product information, sending invoices, and setting up new vendors in the system.
• Provide professional and accurate solutions for customer concerns, including expediting orders, invoice corrections, return goods authorization/direction, updating contact information, coordinating with sales on discrepancies, processing credits and debits, special build and drop-off orders, tracking/correction/processing of missing/misread/incomplete purchase orders, and handling customer complaints including missed shipments and incorrect drop-offs.
• Manage production time and company resources by maintaining productivity within acceptable transaction volumes, ensuring accuracy in interactions, attending trainings, and contributing to Manila Copeland operational goals and other projects as needed; provide RMA and advance RMA reports monthly; send daily reports of booked priority orders in month-end week.

What We're Looking For

• Ability to provide professional and accurate customer service following defined processes.
• Strong coordination with Sales and other teams to resolve order and return issues.
• Aptitude for data accuracy, reporting, and meeting productivity goals.
• Willingness to participate in trainings, workshops, and focus groups.

Compensation & Benefits

• Flexible and competitive benefits plans tailored to individual/family needs.
• Flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
• Emphasis on inclusion, belonging, and a culture that supports development and career growth.