What are the responsibilities and job description for the Customer Service Rep position at PAC?
Who We Are
PAC is a leading global provider of advanced analytical instruments for laboratories and online process applications in HPI (hydrocarbon processing industries) in upstream, midstream and downstream. To provide its customers with cutting edge technology, PAC leverages significant R&D resources to support its core technologies, including chromatography, elemental analysis, physical properties, ultrasonic, fluorescence, spectroscopy, and microscopy/video imaging.
Your Role
The PAC Customer Service Rep will be the primary point of contact for customers in relation to manufacturing and sales of PAC Instruments. Responsible for all phone, electronic and face to face interactions in order to promptly provide and process information in response to inquiries, concerns and requests about products and services. Processing orders, checking stock and provide status of orders while using problem solving skills to resolve customer issues.
- Answering phones and providing feedback on stocking levels, order status, order tracking etc.
- Respond to customers within timeframes per established process.
- Proactively calling customers and providing them with a status of their orders and notification of any date changes.
- Collaborate with necessary departments in order to obtain required information.
- Processing quotes and all types of customer orders in our ERP system (IFS).
- Providing alternative products / solutions for out-of-stock items or long lead-time items.
- Create cases for warranty, parts returns or applicable needs. Complete assigned case tasks in a timely manner.
- Keeping errors below 1% and dropped phone calls below 1%.
- 24 hr. turnaround time on customer PO's and entry into IFS.
- Identify and assess customers’ needs with required urgency to achieve satisfaction.
- Process RMA’s, warranty and credits as applicable.
- Support account managers and other departments as needed.
- Ability to implement process improvement initiatives.
- Provide technical assistance to customers and team members.
- Other duties as required by management.
QUALIFICATIONS:
Education & Experience:
- High School graduate. Some college a plus
- Minimum 4 years’ experience in a Manufacturing Environment
- Strong computer skills and a good working knowledge of MS Office and an ERP system
- Able to use problem solving skills to identify and resolve customer related issues
Knowledge & Skills:
- Customer service in a global manufacturing environment
- Strong willingness to assist other team members w/ customer related issues
- Strong organizational skills
- Demonstrated ability to multi-task
Privacy
We are committed to the protection and promotion of your privacy. In connection with your application for employment with us at PAC, please click on this link to view our Applicant Privacy Notice. https://www.paclp.com/about-pac/careers/view
PAC is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
