Customer Service Representative - Warranty

SUMMARY

Under minimum supervision, provides excellent customer service and maintains strong customer relations with Pelican’s customer network. 

PRIMARY DUTIES AND RESPONSIBILITIES

• Enters all orders in a timely and accurate manner.  Proactively reviews the standard product backlog to ensure availability information and/or to suggest product substitutions. Maintains the customer cross reference table. Enters in RMA, debit and credit memo requests. 
• Serves as the inside key contact for contracts and custom orders, refers contracts to the appropriate parties for review and proactively provides status of contract/custom orders to the customer.
• Processes customer quotations, including freight quotations using proper methods and practices.  Determines complexity of quotation and assigns appropriate lead times.  Proactively updates the customer of the status of their quotation and escalates the prioritization of the quotation as necessary.  Provides product availability utilizing information in database.  Refers sales leads to appropriate outside sales representative, sales manager or distributor. 
• Assists the customer with product selection, based on a strong understanding of all Pelican standard products. Provides information regarding product tests, engineering drawings and samples upon request.
• Supports Pelican’s Quality Objectives and contributes to the Quality Management System as assigned.  Actively supports and adheres to Pelican’s Safety Guidelines and actively participates and contributes to the Safety Management System as assigned.
• Responsible for promptly answering incoming telephone calls and emails in a professional manner.  Provides the customer with the most recent product information and updates.  Processes requests for approved samples and literature and maintains scorecard goals. 
• Receives and responds to customer complaints, investigates difficulties and coordinates with the necessary departments for prompt customer satisfaction.  Will communicate with Sales and Directors as needed to ensure prompt customer satisfaction.
• Assists in resolving issues, including credit and debit memo entry and providing rebate reports to a timely release.  Provides account information to the customer and maintains customer records by filing, posting, tabulating, word processing and sorting.  Enters support tickets and leads in CRM data base.  Enters compliments and complaints for proper tracking of Quality initiatives.
• Follows Company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.
• Performs additional duties as assigned.

JOB REQUIREMENTS

• Associates Degree in Business or related field preferred.
• Minimum of 2 years’ experience in a fast-paced office or sales environment.
• Proficiency with MS Office Suite, particularly Excel and SAP; have a general knowledge of EDI systems.
• Must have excellent written, verbal and presentation skills.
• Must be detail-oriented and have excellent customer service, organizational and follow-up skills.
• Must be proficient with Word, Excel and other appropriate software.

ADDITIONAL INFORMATION

• Actively supports and complies with Pelican’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
• Must be able to interact effectively and cooperatively with employees at all levels.
• Must have the ability to complete assignments within the timeframe specified by the Manager.
• Must be flexible regarding working hours and overtime. Must be able to work overtime on evenings and weekends, with or without advanced notice.
• Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• While performing the duties of this job, the employee will be frequently required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).
• While performing the duties of this job, the employee will be occasionally required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).
• Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds.
• This position requires repetitive hand/wrist activities.

Pelican Products, Inc. is an Equal Employment Opportunity/Affirmative Action employer. 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.