Specialist II Customer Service

Copeland is a global provider of sustainable climate solutions, creating efficient residential, commercial, and industrial spaces through HVACR technologies. By joining us as a Specialist II, Customer Service , you will have the opportunity to exhibit your customer service skills and build positive relationships with our customers by interacting with them through phone calls and emails.

In this capacity, you will be responsible for handling their return inquiries and accurately processing their replacement orders for non-conforming items, becoming the customer advocates that provide meaningful solutions to their problems. This gives you a very vital role in helping drive growth platforms and supporting operational pillars while striving for long-term value creation.

If this sounds like a perfect fit for you, apply now and join our team in Quezon City, Philippines! All roles are currently in a blended Work-From-Home arrangement, and company-provided IT assets are given on your first day. Enjoy our market-competitive pay, comprehensive benefits package, well-being programs, and career development opportunities!

As a Specialist II, Customer Service, you will:

• Perform all customer service functions accurately, timely, and in a courteous manner.
• Review the validity of each return request to see if it meets existing return policies.
• Process or reject returns for credit requests received via email and phone within the approved turnaround time based on established return guidelines.
• Facilitate return requests of items to ensure desired inventory levels and fill rates and help fulfill other back orders to meet Customer Required Date Service Level (RDSL).
• Recommend appropriate actions (e.g., application of higher restocking fee, requiring 2-for-1 PO, etc.) based on established guidelines in coordination with the sales/technical organization to handle return requests outside of Returns policies.
• Discuss with sales reps and distributors policies and guidelines on returns exceeding the allowable amount, nonreturnable items, and materials with no purchase history.
• Review sales history, journal billing activity, and other information to ensure the correct level of credit.
Handle calls from the Returns ACD (Automated Call Distribution).

Who You Are:

You exhibit passion and enthusiasm to ensure customers have the best possible experience at all touchpoints. You can proficiently converse, creatively propose straightforward solutions, and develop alternative resolutions to customer concerns. Youre interpersonally savvy, can collaborate, and efficiently work with people at any level, excelling in a team environment.

Required Education, Experience, & Skills:

• Bachelor’s degree in any 4-year course.
• At least 2 years of experience gained from interactive customer service and related functions.
• Background in offshore service operations is a plus.
• International experience is a plus.

#LI-Hybrid

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.

We provide employees with flexible and competitive benefits plans that offer the right options to meet your individual and family needs. Some items may include flexible schedules and remote work, professional development opportunities, 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 Diversity, Equity & Inclusion

At Copeland, we believe having a diverse, equitable and inclusive environment is critical to our success. We are committed to creating a culture where every employee feels welcomed, heard, respected, and valued for their experiences, ideas, perspectives and expertise. Ultimately, our diverse and inclusive culture is the key to driving industry-leading innovation, better serving our customers and making a positive impact in the communities where we live.

About Copeland

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!

No calls or agency requests please.