[Hiring] Customer Service Representative @Panasonic

Role Description

The Customer Service Representative is typically the first point of contact and works closely with each customer to provide them with support managing orders and inquiries. Responsibilities include:

• Resolving credit, delivery, pricing, chargeback, payment, damages, lost shipments, and other issues related to orders.
• Managing order management, shipment, and billing discrepancies.
• Processing sales and marketing program credits.
• Interacting and serving customers daily while working closely with other PNA functions and 3rd party service providers.

Key responsibilities include:

• Analyzing and solving problems of routine scope and complexity.
• Organizing and prioritizing work volume to meet deadlines.
• Responding to information requests in a timely manner.
• Exhibiting general knowledge of products, policies, procedures, systems, and industry.
• Ensuring calls and emails are answered within required time frames.
• Providing customers with accurate information concerning order status, changes, tracking, availability, returns, and pricing.
• Issuing RGA (Return Goods Authorization) accurately within 48 hours of receipt.
• Generating Credits and Debits to resolve invoicing issues.
• Coordinating direct ship and non-drop ship orders.

Qualifications

• College degree or equivalent work experience preferred.
• Minimum 3-5 years of relevant Sales Operations/Customer Service/Support experience.
• At least 3 years’ experience in customer service with technically oriented products.
• Proficiency in using SAP and a customer relationship management (CRM) system; Power BI experience preferred.
• Functional ability to operate PC and appropriate software including MS Office Suite, Outlook, Teams, SharePoint, Excel.
• Candidate needs to currently be located in the Greater Chicagoland Area.

Requirements

• Highly organized “people-person” who prioritizes solutions.
• Adept at providing quick and accurate product data and specifications.
• Ability to navigate different customer PO formats while capturing all special requirements.
• Experience working with a software-as-a-service system such as TMS.
• Ability to communicate effectively both verbally and in writing.
• Strong ability to work collaboratively between multiple departments.
• Prior experience handling reconciliation of order-related discrepancies.
• Ability to accept assignments with a positive, team-oriented attitude.

Benefits

• Health Benefits: medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits: life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Panasonic Retirement Savings & Investment Plan (PRSIP): 401(k) plan with company matching contributions and immediate vesting.
• Paid Time-Off Benefits: vacation, holidays, personal days, sick leave, volunteer, and parental & caregiver leave.
• Educational Assistance: tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs: lifestyle spending account, EAP, virtual health management, and more.
• Employee Recognition Program: High5 employee recognition and awards platform.
• Annual Bonus Program: opportunity for an annual performance-based bonus.