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Customer Service Representative I

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Copeland

19d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Engineering
  • Quezon City
  • Quick Apply

AI generated summary

  • You need a 4-year degree, 2 years in customer service, strong communication skills, problem-solving abilities, and experience with MS Office, Salesforce, and flexibility for shifting hours.
  • You will provide efficient customer service, manage orders and inquiries, resolve issues, maintain accuracy, attend training, support colleagues, and identify process improvements.

Requirements

  • Graduate of any 4-year business or behavioural discipline course
  • Graduate of any engineering discipline course will also be considered
  • At least two (2) years experience gained from interactive customer service and related functions
  • At least one (1) year experience gained from marketing, sales, supply chain, or similar function a plus
  • Background in offshore service operations is a plus
  • Customer service minded
  • Ability to assume cross-trained function in the event of low utilization
  • Ability to assume back up functions in the event of skills and capacity constraints
  • Excellent written and spoken communication skills in English
  • Ability to speak or write in another language is an advantage but not required, unless identified by the customer and support requirements
  • Strong attention to detail and demonstrated time management skills
  • Strong problem solving and critical thinking skills
  • Computer application skills such as MS Office Applications, NetSuite, Salesforce, Genesys Cloud, and other business systems and tools
  • Willing to work on shifting operations which may include weekends with scheduled days off, to support the assigned business and customers
  • Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands

Responsibilities

  • Provide professional and efficient customer service as guided by the defined processes and procedures, using tools and systems, within the assigned function or scope of work as follows:
  • Pricing and availability
  • Sales order entry
  • Order approvals
  • Customer master maintenance
  • Quotes
  • Order / shipment status
  • Product lead times
  • Cross reference
  • General product information
  • Provide professional and accurate solutions for customer concerns through implementing the following:
  • Expedite orders
  • Invoice corrections and credits
  • Tracking, correction and processing of missing, misread or incomplete purchase orders
  • Customer complaints including, but not limited to, communication of order acknowledgement and tracking information, late shipments, missed or incorrect orders, and requests for credit
  • Manage efficient usage of production time and company resources through the following:
  • Accuracy in Interaction Handling
  • Maintaining productivity within acceptable transaction volume levels
  • Attends training, workshop, seminar, and focus group discussions of the team
  • Work within defined operational and employee goals by contributing to other projects, if needed.
  • Acts as a backup for colleagues if needed
  • Identify process improvement opportunities and work cross functionally as assigned to improve customer experience
  • Complete additional assignments as directed by leadership

FAQs

What is the primary objective of the Customer Service Representative I position?

The primary objective is to create value for customers through interactive customer care and solutions provided via phone, email, portal/online, and chat.

What educational background is required for this position?

A graduate of any 4-year business or behavioral discipline course is required, and a graduate of any engineering discipline course will also be considered.

How much experience is needed for this role?

At least two years of experience gained from interactive customer service and related functions is required. At least one year of experience in marketing, sales, supply chain, or similar functions is a plus.

What are the main duties of the Customer Service Representative I?

Main duties include providing professional and efficient customer service, handling pricing and availability, sales order entry, order approvals, customer complaints, and managing production time efficiently among other responsibilities.

Are there additional functions expected from this role?

Yes, additional functions include attending training, contributing to projects, acting as a backup for colleagues, identifying process improvement opportunities, and completing other assignments as directed by leadership.

What skills and abilities are important for this position?

Important skills include being customer service-minded, having strong communication skills in English, attention to detail, problem-solving abilities, and proficiency in computer applications such as MS Office, NetSuite, Salesforce, and Genesys Cloud.

Is this position suitable for individuals who need a flexible work schedule?

Yes, the position requires willingness to work on shifting operations, which may include weekends with scheduled days off to support the assigned business and customers.

What is the company's commitment to diversity, equity, and inclusion?

The company is committed to creating a culture where every employee feels welcomed, heard, respected, and valued, recognizing that a diverse and inclusive culture drives innovation and better serves customers.

Is there a formal training program for new hires in this position?

Yes, new hires are expected to attend training, workshops, and seminars to enhance their skills and contribute effectively to the team.

Does the company offer benefits to employees?

Yes, the company offers flexible and competitive benefits plans, including paid parental leave, vacation, and holiday leave, as well as flexible time off options.

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Copeland

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

We are a global climate technologies company engineered for sustainability. Today, we are building on our 100-year legacy through industry-leading innovation, putting Copeland at the forefront of positive change. We create sustainable residential, commercial and industrial spaces through HVACR technologies. We maintain the integrity of goods throughout the cold chain. And we bring comfort to people globally.