Customer Service Representative

Order Support (Customer Service) Specialist

The Order Support (Customer Service) Specialist serves as a primary point of contact for Cargo Solutions customers throughout the order lifecycle. This role is responsible for processing customer orders accurately and efficiently, providing timely order status updates, resolving order-related inquiries, and supporting a positive customer experience.

The successful candidate will work closely with Sales, Operations, Shipping, and Finance teams to ensure customer orders are entered, processed, shipped, and invoiced accurately and on time. This position requires exceptional attention to detail, strong organizational skills, the ability to manage multiple priorities in a fast-paced environment, and a customer-first mindset.

Key Responsibilities

• Process customer orders accurately and promptly through order management systems.
• Review, validate, and approve orders created by customers or team members.
• Generate and distribute order acknowledgments and confirmations.
• Create customer quotations and support the quote-to-order process.
• Respond to customer inquiries regarding orders, product availability, pricing, shipment status, and ordering requirements.
• Provide timely and professional communication regarding order status, delays, and resolutions.
• Support customers utilizing online ordering platforms and self-service tools.
• Investigate and resolve order discrepancies, data issues, and customer concerns.
• Maintain customer, product, and order-related master data and documentation.
• Coordinate with Sales, Operations, Shipping, and Finance to ensure orders are fulfilled and invoiced accurately.
• Follow up on open orders to ensure timely shipment and completion.
• Maintain accurate records and documentation of customer interactions and transactions.
• Contribute to continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

Required Qualifications

• High School Diploma or GED equivalent.
• 1-2 years of customer service, order entry, inside sales support, or related experience.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Strong attention to detail and accuracy in data entry and documentation.
• Excellent verbal and written communication skills.
• Demonstrated ability to prioritize tasks and manage multiple responsibilities effectively.
• Ability to work collaboratively in a team-oriented environment.
• Strong problem-solving and customer service skills.

Preferred Qualifications

• Experience processing orders in an ERP system such as NetSuite, Oracle, SAP, Microsoft Dynamics, or similar platforms.
• Experience supporting customers via phone, email, and web-based ordering systems.
• Experience in a high-volume customer service or order management environment.
• Familiarity with CRM systems such as Salesforce.
• Experience coordinating with cross-functional teams including Sales, Operations, Shipping, and Finance.
• Ability to manage competing priorities while maintaining accuracy and responsiveness.
• Experience handling customer inquiries related to order status, shipments, invoicing, and product availability.
• Comfortable working in a fast-paced office environment with frequent interruptions and changing priorities.

Collaboration First Hybrid Work Arrangements:

This role is hybrid eligible with the requirement to be in office at least three days per week. Colleagues are expected to demonstrate a collaboration first mindset, which is the understanding that teams will work together in-person and colleagues should be flexible to adjust their hybrid days based on business needs. You will have an opportunity to work with your team and leader to determine when you should be in office to drive meaningful connections and to best serve our customers.

Our Commitment to Our People

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.

Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.

Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave.

Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Work Authorization

Copeland will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

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. We are committed to providing a workplace free of any discrimination or harassment.

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