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Key Accounts Customer Service Representative

Date: Oct 26, 2021

LOCATION: Torrance, CA, US

Company: Pelican Products, Inc.

SUMMARY

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.

 

WHAT YOU'LL DO

  • Enters all orders in a timely and accurate manner.  Proactively reviews online platform orders (B2B & EDI), 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 mater data records to include 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.

 

WHAT YOU'LL NEED     

  • Minimum of 3 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.
  • Trade show experience preferred; must have the ability to travel occasionally on an as-needed basis.

 

PREFERRED QUALIFICATIONS:

  • Associates Degree in Business or related
  • Ability to read CAD drawings
  • Ability to speak and write in a second and/or third language

 

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.

 

#LI-POST

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, Drafting, CAD, Quality Manager, Customer Service, Engineering, Quality