Copeland is seeking a Representative I, Customer Service to join our team. In this role, you will manage customer relationships and order fulfillment, handling level 1 inquiries and ensuring smooth order processing from start to finish.
What You'll Do
- Receive and respond to level 1 customer inquiries via multiple channels, including calls, emails, and chat.
- Manage mailbox, identifying transaction levels and classifications to prioritize orders effectively.
- Receive and process orders from EDI, Customer Portals, Blanket POs, and Shared Mailboxes.
- Check and analyze pricing discrepancies, plant capacity for Available-to-Promise (ATP), and credit status, coordinating with customers, sales, and materials departments.
- Update existing orders for changes and coordinate with all involved parties.
- Provide resolution to order management issues by following standard processes and materials guidance.
- Provide shipment confirmations, generate shipment lists, and open order reports.
- Coordinate with multiple departments to expedite and deliver critical and past-due orders.
- Communicate with customers, plant personnel, sales, and support teams to monitor order status and delivery.
- Handle level 1 customer inquiries regarding warranty, claims, and returns.
- Process RGA requests and credit claims by referring to standard guidelines and processes.
Benefits & Compensation
- Flexible and competitive benefits plans
- Flexible time off plans
- Paid parental leave for both maternal and paternal leave
- Vacation and holiday leave
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.
