Key Accounts Customer Service Rep
Company: Disability Solutions
Location: Torrance
Posted on: October 2, 2024
Job Description:
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 request, providing
shipping and invoicing information, and preparing presentations for
participation in staff meetings. PRIMARY DUTIES AND
RESPONSIBILITIES
- Enters all orders in a timely and accurate manner. Proactively
reviews online platform orders (B2B and 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 maser 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. JOB REQUIREMENTS:
- Two (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.
- Trade show experience preferred; must have the ability to
travel occasionally on an as-needed basis. PREFERRED
QUALIFICATIONS:
- Associate degree in business or related field
- Three (3) years' experience in a fast-paced office or sales
environment.
- 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. The approximate base compensation
range is shown below. The actual offer may vary based on skills,
experience and location. 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. Other details
- Job Family Customer Service
- Job Function Support
- Pay Type Hourly
- Min Hiring Rate $22.00
- Max Hiring Rate $26.00
Keywords: Disability Solutions, Hawthorne , Key Accounts Customer Service Rep, Sales , Torrance, California
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