Customer Support Representative II

SUMMARY

The Customer Support Representative II (CSR) is a vital link to our customer base and internal departments. The CSR manages new account set-ups and the sales order management process and communicates customer order status and delivery dates. This role engages and maintains customer service relationships.

JOB DUTIES

• Serve as a crucial link between field Account Executives and internal teams, ensuring a seamless sales engagement, customer onboarding, and ongoing support process.

• Oversee the sales order process, from creating customer accounts to processing orders and maintaining accurate electronic file records for transactions.

• Communicate with customers regarding their orders, including creating order acknowledgments, confirming delivery dates, and promptly responding with empathy to all customer service inquiries, concerns, complaints.

• Collaborate with internal and external sales teams, as well as other operational departments, to ensure customer expectations are met. 

• Attend production meetings to support and manage customer expectations.

• Generate sales orders and prepare manual debit and credit memorandums as required. Assist in the return merchandise authorization (RMA) process.

• Assist in handling intercompany orders and warranty claims.

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

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

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent.

• Two (2) years of experience in a Customer Service role.

• One (1) year of experience in a manufacturing or packaging industry.

• Proficient with Microsoft office applications such as Word, Excel, and Outlook.

• Knowledge and experience using electronic order processing software.

• Excellent verbal and written communication skills.

• Exceptional attention to detail and accuracy.

• Strong problem solving, documentation, research, and resolution skills.

• 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

• Four (4) years of experience in a Customer Service role.

• Previous work experience in sales support.

• Knowledge and experience using SAP.

ADDITIONAL INFORMATION

• Actively supports and complies with Peli 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.

Preferred shift time is 4am-12:30pm, Monday through Friday. 

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 nonstandard 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.