Customer Service Specialist

Copeland•Brantford, ON

2d•Onsite

About The Position

Our Brantford, Ontario location has supported Copeland customers since 1967 and serves as the headquarters supporting our Canadian customer base across HVAC and Refrigeration product lines. We are currently seeking a Customer Service professional for a temporary 12–15 month contract assignment. This role will serve as a key point of contact for Wholesale and OEM customers, supporting order management, customer communications, warranty and shipping coordination, inventory follow-up, reporting, and cross-functional collaboration across Sales, Operations, Procurement, IT, and Technical Support teams.

Requirements

2–3 years of experience in Customer Service or another client-facing role.
Strong customer support orientation and communication skills.
Proficiency with systems and tools including Outlook, Oracle, MS Excel, SharePoint, MS Teams, OneNote, Sigma, Genesys Cloud phone system, and other online tools.
Ability to work effectively in a fast-paced, collaborative environment.
Demonstrated ability and willingness for continuous learning, self-development, and understanding technical or product-related content.
Authorization to work in Canada is required.

Nice To Haves

Undergraduate degree preferred.
Bilingual French is considered an asset, but is not required.

Responsibilities

Provide telephone and email customer support for Wholesale and OEM Copeland customers with a strong customer focus and effective interpersonal communication skills.
Enter customer orders while adhering to requested timelines, product lead times, and pricing requirements.
Manage customer EDI orders and customer portal requirements.
Ensure an action-oriented, accountable, and accurate approach to order entry, warranty processing, cross-referencing basic technical information, and customer-related Copeland policies.
Issue RGAs, invoices, and credits, while managing any special instructions or customer-specific requirements.
Work closely with Operations regarding rush orders, and follow up on parts orders and inventory levels with Procurement.
Investigate shipping error claims and provide shipping documentation or related information when required.
Initiate new item requests for internal parts and equipment setup.
Liaise with Sales Managers, Technical Product Support, and Product Planning teams.
Partner with Accounts Receivable and Sales to coordinate new customer setup.
Maintain customer profiles, databases, and electronic storage systems for customer purchase orders.
Provide open order reporting and manage data across software platforms related to customer orders, inventory levels, and supply chain updates.
Work with Sales, Procurement, and Customer Service teams to track OEM sample orders through completion and customer delivery.
Coordinate with Operations, Sales, IT, and Customer Service teams to identify process improvement opportunities and leverage new or existing tools and applications.