Job Description

About Us

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!

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.

Principle 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.

Qualitative Proficiencies

• Build strong relationships with customers, sales representatives, and internal stakeholders.
• Meet customer expectations consistently and work to exceed expectations when resolving issues or service disruptions.
• Apply professional judgment to anticipate customer needs, solve customer issues, and appropriately escalate concerns or opportunities.
• Demonstrate adaptability when managing conflict, ambiguity, and changing priorities.
• Support agile learning through customer service cross-training and evolving sales strategies.
• Develop and maintain a strong understanding of Copeland products and services.

Skills & Qualifications

• 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. This is not an exhaustive list.
• Ability to work effectively in a fast-paced, collaborative environment.
• Undergraduate degree preferred.
• Demonstrated ability and willingness for continuous learning, self-development, and understanding technical or product-related content.
• Bilingual French is considered an asset, but is not required.
• Authorization to work in Canada is required.
• This is a temporary 12–15 month contract position.

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.

We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this purpose to life while competing and leading in a global economy. Our training programs focus on end-to-end development, from onboarding through senior leadership.

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

Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us!

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.

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.

If you have an accommodation need, please contact Human Resources or Accessibility.Canada@Copeland.com to make appropriate arrangements 

No calls or agency requests please.