Customer Services Representative

A Customer Services Representative is a vital link with our customer base and with other internal departments within the company. Primary responsibilities are to manage services orders and sales forecasts processing into the company’s SAP and ProEnvision systems. You will be responsible for ensuring that strong relationships are built and maintained with our customers by offering a ‘world class’ level of customer service through generating reports and providing detailed information to customers and internal staff. 

Our Role

• Create and maintain customer accounts in ProEnvision.
• Enter customer product approvals and account rules in ProEnvision.
• Customer Forecast entry into ProEnvision.
• Services Order entry and processing in company’s ProEnvision systems.
• Raising order acknowledgements and confirming delivery dates with customers
• Verify and assign inventory with service centers.
• Monitor inventory within Service Centers.
• Monitor transfers into region within ProEnvision. 
• Quoting freight or booking freight on customer accounts where requested. 
• Monitor open transactions and generating late reports. 
• Services invoicing and credits in SAP.
• To respond promptly and positively to all incoming communication.
• To manage the entire order process, planning and processing customer orders and being responsible for all customer communication in relation to their orders.
• Reconcile delivery and operational paperwork and filing relating to all customer orders processed
• Management of all customer concerns and complaints, including but not limited to recording, investigating, and responding to all issues raised by the customer and making decisions in relation to corrective and preventative actions.
• Raising internal non-conformances and supporting customer led CAPA (Corrective Action, Preventative Action) 
• Site co-ordination and communication of all customer orders managed and dispatched from service Centers.
• Generating customer schedule reports eg. Transactions to forecast, Lost business, Maintenance report, shipped report, Lost inventory report.
• Preparing invoice templates for Sales Orders that are part of a Service Order.
• Assists in providing all necessary information for ISO auditors
• Actively supports Peli’s Quality Objectives and contributes to Quality Management System activities as assigned.
• Performs other administrative duties and/or support within the customer service & sales department assigned by the Line Manager

What you will need to be successful..

• Ideally 2+ year’s in a customer service role. 
• Experience in a manufacturing or packaging environment is advantageous as would experience in sales support. 
• Must be proficient with Microsoft office, with emphasis on Excel. 
• Knowledge and experience of using electronic order processing and billing software, preferably SAP, is desired as well as other 
• Excellent analytical, organizational and prioritization skills. Must be able to operate in a fast-paced organization and handle multiple tasks simultaneously within set timeframes. 
• Must have excellent verbal and written communication, with great attention to detail. 
• Excellent level of Verbal and written English essential
• Proficiency in Spanish, German, Italian or French desireable. 
• Must be able to interact effectively and diplomatically with all internal and external stakeholders with minimal supervision. 
• Must be helpful and polite and with a strong team work ethic 
• Customer focused, with a pro-active approach towards meeting customer expectations. 
• Other duties as assigned.

In return we can offer you…

• A competitive salary 
• Company bonus scheme
• Hybrid Working 
• Life assurance 4x salary
• Salary sacrifice pension 
• Group income protection 
• Development programmes 
• Quarterly company events

Additional Information:

• Actively supports and complies with Peli’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. 
• Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.
• Emphasizes ethical leadership and decision-making to protect Peli’s brand and reputation.

Compensation & Benefits:

Our compensation reflects the cost of labor across several U.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 position is listed below. Pay within this range varies by work location and 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.

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