Call Center Representative

We're Hiring: Call Center Representative
Location: Torrance, CA
Company: Pelican Products

Who We Are

At Pelican, we engineer products that stand up to the world's toughest conditions-because the people who rely on us do too. For nearly 50 years, we've been a trusted partner for military personnel, first responders, outdoor adventurers, and innovators who push the limits.

With a global presence that includes 11 offices, 4 manufacturing facilities, and 4 custom case centers, we create high-performance protective solutions that ensure our customers can focus on what matters most. Whether it's transporting critical medical supplies, securing mission-essential equipment, or keeping expedition gear safe, Pelican products are Built to Protect to Equip for the Mission.

At Pelican, your work has a real-world impact. You'll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn't an option. If you're ready to build something that makes a difference, be part of a team that protects what matters most.

What You'll Do: The Call Center Customer Service Representative provides exceptional customer support to end users by phone, email, and online platforms. This role requires excellent verbal and written communication skills, strong attention to detail, and the ability to manage a high volume of inbound calls while delivering a positive customer experience.

• Accurately and promptly inputting and processing customer orders, including proactive review of online platform orders (e.g., Shopify).
• Create and process RMAs, debit and credit memo requests, and pre-deduction submissions to Finance.
• Respond to incoming telephone calls and emails in a professional manner, ensuring customers receive accurate and updated product information.
• Meet or exceed established quality goals and KPI performance metrics.
• Manage and resolve customer complaints through the quality management system, coordinating with internal departments to ensure timely resolution.
• Enter support tickets, leads, compliments, and complaints into CRM (Salesforce) for proper tracking and quality initiatives.
• Assist in resolving issues such as billing adjustments and account discrepancies.
• Provide training to team members as needed using established training materials and procedures.
• Support general customer service functions as required.

What We're Looking For:

• 2 - 3 years of experience call center or customer service experience in a fast-paced environment.
• Experience with Salesforce, Shopify, or SAP.
• Bilingual or multilingual communication skills are a plus.

• Strong written, verbal, and interpersonal communication skills.
• Highly detail-oriented with excellent organizational and follow-up abilities.
• Proficient in Microsoft Word, Excel, and related customer service software applications.

Additional Information:

• Must interact effectively with employees and customers at all levels.
• Ability to meet assigned deadlines and adjust to shifting priorities.
• Must be flexible with working hours, including potential evenings and weekends with little or no notice.
• Able to work in a fast-paced environment and manage multiple tasks simultaneously.

What you may be doing:

• 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 frequently 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 40 pounds.

What's In It For You:

Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.

• Competitive paid time off plans/Holiday pay/extra vacation purchase opportunities

• 401k plan - with immediate match

• Great Benefits - several options including Pet insurance for our animal lovers
• Health Savings Account Contribution.

• Wellness Discount Program

• Global Mental Wellness Program
• Quarterly Employee Celebration Days
• Peer to Peer Recognition Program
• Service Recognition Program
• Exceptional Employee Satisfaction Scores
• Ample free parking with EV Charging Station

• Amazing employee discount program on Pelican Products, Pelican branded apparel and gear

• Employee referral program - get paid to work with your trusted network.

• Prime location - minutes away from the beach!

• Established reputable brand offering premium products - you'll be proud to represent Pelican!

• And more...

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 employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.