Key Accounts Customer Service Representative

Date: Jul 23, 2022

LOCATION: Torrance, CA, US

Company: Pelican Products, Inc.


Under minimum supervision, provides excellent customer service and maintains strong customer relations with Pelican’s Concierge Customer network.  This consists of account management from order entry through shipment, including proactively reporting on the status of orders and product price quotations, prompt order entry, providing freight quotations, lead-time requests, providing shipping and invoicing information, and preparing presentations for participation in staff meetings.



  • Enters all orders in a timely and accurate manner.  Proactively reviews online platform orders (B2B & EDI), and 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, and pre-deduction requests.  Tracks and expedites all that pertains to the Key Account customer account. 

  • Serves as the inside key contact for custom order process for Key Account customers, and proactively provides update/status to the Key Account customer.

  • Processes all Key Account customer quotations, including quotations using proper methods and practices.  Updates the Key Account customer of the status of their quotation and escalates the prioritization of the quotation as necessary.  Refers sales leads to appropriate sales representative. 

  • Assists the Key Account customer with product selection, based on a strong understanding of all Pelican standard products.

  • Responsible for promptly answering incoming telephone calls and emails in a professional manner.  Provides the Key Account customer with the most recent product information and updates.  Processes requests  to meet quality scorecard goals and KPIs. 

  • Receives and responds to Key Account customer complaints in quality management system, investigates difficulties and coordinates with the necessary departments for prompt customer satisfaction.  Communicates with Sales as needed to ensure prompt customer satisfaction.

  •  Creates and updates custom reports and presentations such as, but not limited to, sales recaps, sales activity by region/industry and credit reports using Query Builders, MITS and various Microsoft applications for the Concierge customer.

  • Assists in resolving issues, including credit and debit memo entry and pre-deductions. Enters support tickets and leads in CRM data base.  Enters compliments and complaints for proper tracking of Quality initiatives.

  •  Creates and maintains customer master data records to including ship-to locations, customer routing guides, payment terms, and customer cross-reference.

  • May assist the Key Account customers with trade show support and coordination of trade show samples and literature;

  • May provide training to co-workers using existing training modules and Standard Work Instructions.

  • May provide additional support to the general customer service team, as needed.

  • Actively 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.

  • 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.



  • Minimum of 2 years’ experience in a fast-paced office or sales environment.

  • 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.



  • Associates Degree in Business or related field



  • Paid Vacation, Sick and Holidays 

  • 401k plan – with a 4% immediate match 

  • Tuition Assistance Program 

  • Established reputable brand offering premium products – you’ll be proud to represent Pelican! 

  • Prime location – minutes away from the beach!

  • Amazing employee discount program on Pelican Products 

  • Great Benefits – several options including Pet insurance for our animal lovers. 

  • Wellness Discount Program 

  • Access to Exclusive Branded Pelican Apparel store  

  • Lucrative employee referral program – get paid to work with your trusted network. 

  • And more…


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.

Nearest Major Market: Los Angeles

Job Segment: Customer Service Representative, CRM, Quality Manager, Customer Service, Technology, Quality