- Location
- Remote Malaysia · Bangkok, Thailand
- Workplace
- Hybrid, Remote
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- 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 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!
Customer Service Manager, SEA
Individual contributor – CS/Office administration (Local Site)
Deliver professional, timely, and efficient customer service by adhering to defined processes and procedures, effectively leveraging available tools and systems, and meeting the requirements of the assigned role
Primary CS responsibilities:
- Purchase order entry – confirmation of PO with Copeland system prices
- Monitor order / shipment status
- Coordinate with customer/forwarder on logistics to ensure timely shipments
- Follow up on accounts receivables/ensure payments are made in time
- Product Lead Times
- Expediting orders, invoice corrections, return goods authorization / direction
- Special build and drop off orders
Office administration:
- Maintaining office supplies, stationery, sending and receiving parcels, printing business cards
- Office maintenance, coordination with property management
- Coordinate hotel and car booking for Copeland employees
SEA CSR Leadership
- Lead and manage customer service operations in SEA to achieve service, quality and productivity targets
- Establish and maintain customer service standards and processes while driving continuous improvement initiatives to enhance customer satisfaction and operational performance
- Monitor customer satisfaction metrics, complaints and response times
- Coach, develop, and motivate customer service teams
- Manage escalation processes and resolve customer issues
- Collaborate with sales, operations, supply chain, and finance teams to support business objectives
- Ensure compliance with company policies, procedures, and regional regulatory requirements
- Perform annual performance reviews for the team
Additional Functions
- Support Copeland Exhibitions, Seminars and Training at local countries
- Act as a backup for team members when necessary
Legal authorization to work in the country of employment – sponsorship will not be provided.
This position will be employed through Pebl, Copeland’s Employer of Record (EOR) / Professional Employer Organization (PEO) partner in Malaysia, while working full-time and exclusively for Copeland.
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 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, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.