- Location
- Cluj-Napoca, Romania
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Experience
- 2+ years
- Source
- Workday
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 someone looking for a career change, a professional, an undergraduate student exploring your first opportunity, or recent graduate, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!
We are seeking a Customer Service Representative to join our team and act as the main point of contact for customers across the DACH region. In this role, you will manage the full customer order lifecycle, working closely with customers, production, logistics, quality, and sales teams to ensure an excellent customer experience from order placement through delivery.
This is not a traditional call center position. The role is focused on order management, problem-solving, customer communication, and cross-functional coordination. Most interactions take place via email, internal collaboration, and occasional customer meetings, with limited phone activity.
This job is a 2-year fixed-term contract role based in Cluj-Napoca, Romania. We provide a flexible working schedule with the option of working hybrid.
Key Responsibilities of the Role
- Manage customer orders throughout the entire order-to-delivery process.
- Serve as the primary contact for customers regarding orders, lead times, deliveries, and order-related inquiries.
- Process customer orders accurately and maintain related data within the ERP system.
- Coordinate with production teams to confirm and optimize delivery schedules and lead times.
- Work closely with logistics and transportation teams to ensure timely shipment of customer orders.
- Support the resolution of delivery, quality, invoicing, and order management issues.
- Collaborate with Sales, Quality, Logistics, Supply Chain, and other internal stakeholders to provide a high level of customer service.
- Monitor and manage requests received through digital and eCommerce channels.
- Maintain accurate customer records and documentation.
- Contribute to continuous improvement initiatives aimed at enhancing customer experience and operational efficiency.
- Build strong relationships with customers and internal partners while ensuring professional and timely communication.
Required Skills and Qualifications
- Fluent English communication skills, both written and spoken.
- Minimum B2 level German communication skills, both written and spoken.
- Strong communication and interpersonal skills.
- Customer-focused mindset with the ability to build effective relationships.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Problem-solving mindset and ability to coordinate activities across multiple functions.
Preferred Skills and Qualifications
- Previous experience in Customer Service, Order Management, Logistics, Supply Chain, Transportation, Inside Sales, or a related field.
- Up to 2 years of professional experience in a customer-facing or operations-related role.
- Experience working with ERP systems.
- Microsoft Excel knowledge.
- Basic technical understanding and willingness to learn about industrial products and processes.
- Experience working in an international environment.
About the Location
Our Cluj-Napoca office is a key European hub for Copeland, supporting engineering, IT, finance, marketing, and customer operations. Opened in 2024, the modern office is home to more than 240 professionals who contribute to Copeland’s global and European operations. This dynamic environment offers excellent opportunities for career growth, collaboration, and the chance to be part of an innovative, fast-growing team.
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 parental leav, 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.
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 or disability. We are committed to providing a workplace free of any discrimination or harassment.
Work Authorization
Copeland will only employ those who are legally authorized to work in the Country in which they apply. This is not a position for which sponsorship or work authorization will be provided.
No calls or agency requests please.