Customer Service Representative

About the role

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! SERVICE LEVEL AND PRODUCTIVITY 1) Provide professional and efficient customer service as guided by the defined process and procedure, using tools and systems, within the assigned function or scope of work as follows: Pricing and Availability Purchase Order Entry Order / Shipment Status Product Lead Times Call Back / Follow Up Call Cross Reference General Product Information Logistics 2) Provide professional and accurate solutions for customer concerns through implementing the following: Expedite Orders Invoice Corrections Return Goods Authorization / Direction Special Build and Drop Off Orders Tracking, correction and processing of missing, misread or incomplete purchase orders Customer complaints including, but not limited to, missed shipments and incorrect drop-offs and requests for credit 3) Manage efficient usage of production time and company resources through the following: Accuracy in Interaction Handling Maintaining productivity within acceptable transaction volume levels ADDITIONAL FUNCTIONS 1) Attends training, workshop, seminar, and focus group discussions of the team. 2) Work within defined operational and employee goals by contributing to other projects, if needed. 3) Acts as a backup for colleagues if needed. 4) Identify process improvement opportunities and work cross functionally as assigned to improve customer experience. 5). Complete additional assignments as directed by leadership. JOB SPECIFICATIONS EDUCATIONAL BACKGROUND Graduate of any 4-year course Graduate of any engineering discipline course will also be considered WORK EXPERIENCE OR TRAINING Fresh graduates are welcome to apply Two (2) years experience gained from interactive customer service and related functions is preferred At least one (1) year experience gained from marketing, sales, supply chain, or similar function is a plus Background in offshore service operations is a plus Customer service experience in a manufacturing environment is a plus SKILLS AND ABILITIES Customer service minded Strong attention to detail and demonstrate time management skills Strong problem solving and critical thinking skills 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 Ability to interact with all levels of management both internal and with external customers 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 Computer application skills such as MS Office Applications, Oracle, Salesforce, Genesys Cloud, and other business systems and tools OTHER WORK CONDITIONS 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. COMPETENCY PROFILE Analyze Issues Drive for Results Foster Teamwork Build Relationships 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 . We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave. Together, we

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