Customer Support Representative II

SUMMARY

The Customer Support Representative II is a vital link to our customer base and internal departments. The primary responsibilities of this role will be to manage new account set ups and the sales order management process as well as the communication of customer order status and delivery dates. This position will be responsible for ensuring strong customer relationships are built and maintained by offering a 'world class' level of customer service.

PRIMARY DUTIES AND RESPONSIBILITES

• Responsible for supporting assigned customers during the sales engagement, customer onboarding and ongoing support process.

• Works as a liaison between the Account Executive(s) in the field and the sales and engineering/operations team inside company headquarters.
• Create customer accounts, process credit approvals, and complete customers' supplier qualification forms.
• Maintain the sales order management process and communicate with operations and customers in relation to their orders.
• Coordinate the entire order process, processing customer orders and being responsible for all customer communication in relation to their orders. Maintains electronic file records for transactions.
• Create order acknowledgements and confirm delivery dates with customers and updates SAP as needed. Communicate Advanced Shipping Notification (ASN) to customer.
• Coordinate with internal and external sales team and other operational departments to ensure customer expectations are set and achieved.
• Create sales orders and manual debit and credit notes as required.
• Assist in the return merchandise authorization (RMA) process.
• Respond promptly and positively to all incoming customer service department calls and emails.
• Support intercompany orders and warranty claims.
• Attend regular weekly production meetings to support/manage customer expectations.
• Responsible for customer concerns and complaints, including but not limited to recording, and responding to all issues raised by the customer and making decisions in relation to corrective and preventative actions. Troubleshoots problems and relays concerns to cross functional colleagues and manager.
• Ensure customer information is recorded correctly and customer expectations maintained.

• Follows company policies and practices as outlined in the Employee Handbook, AWAIR and/or applicable employment agreement. Follows safety guidelines and procedures in accordance with the job.

• Perform other administrative duties and support the customer service and sales departments as needed.

JOB REQUIREMENTS

• Education: High School Diploma or equivalent 3-5 years' experience in a customer service role.
• Minimum 1 year of experience in a manufacturing or packaging industry.
• Must be proficient with Microsoft office applications such as Excel, Outlook and Word.
• Knowledge and experience using electronic order processing software.
• Must have excellent verbal and written communication skills.
• Requires exceptional attention to detail and accuracy.
• Must have strong problem solving, documentation, research, and resolution skills.
• Must have the ability to handle sensitive information with discretion and confidentiality.
• Ability to prioritize and effectively handle multiple tasks independently under minimum supervision.
• Excellent analytical, organizational and negotiation skills.
• Must be able to interact effectively and diplomatically with all company employees and be responsive to the requirements of department members and other departments with whom interaction is necessary.
• Must be helpful and polite and with a strong team work ethic.
• Customer focused, with a pro-active approach towards meeting customer expectations.

PREFERRED QUALIFICATIONS:

• Previous work experience in sales support.
• Knowledge and experience using SAP.

ADDITIONAL INFORMATION

• Actively supports and complies with Pelican BioThermal's objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
• 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 constantly 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. 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.

Compensation & Benefits:
Our compensation reflects the cost of labor across severalU.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this positionis listed below. Paywithin this range varies by work locationand may also depend on your qualifications, job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.
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.

• Maple Grove, MN, USA