[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 collaborating with other PNA functions and 3rd party service providers.
• Analyzing and solving problems of routine scope and complexity.
• Organizing and prioritizing work volume to meet deadlines and achieve results.
• Responding to information requests in a timely manner and providing accurate information.
• Exhibiting general knowledge of products, policies, procedures, systems, organizational structure, and industry.
• Ensuring calls are answered within the required time frame and emails are responded to timely.
• Performing follow-up calls as needed and providing customers with accurate information concerning order status, changes, tracking, product availability, returns, proof of deliveries, and pricing.
• Communicating product specs, new product information, and discontinued items.
• Proactively recommending items needed by customers to increase satisfaction and improve transaction profitability.
• Issuing RGA (Return Goods Authorization) accurately within 48 hours of receipt.
• Generating Credits and Debits to resolve invoicing issues.
• Collaborating with internal departments to resolve issues or concerns.
• Working with PESNA SCM to set up orders for direct ships.
• Coordinating direct ship and non-drop ship orders by informing customers of ETA weekly.

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 must be currently 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 identify business vs. technical problems and resolve or escalate appropriately.
• Extensive order processing & order management experience.
• Ability to navigate different customer PO formats while capturing all special requirements.
• Ability to work in a highly computerized environment and learn new IT-based efficiency tools quickly.
• Experience with software-as-a-service systems such as TMS for handling logistic-related customer claims.
• Ability to work in a fast-paced, high-stress environment with tight deadlines.
• Effective verbal and written communication skills.
• Strong collaborative skills between multiple departments.
• Prior experience handling reconciliation of order-related discrepancies.
• Ability to provide documentation as requested to support SOX audits.
• Enhance and adhere to customer service-related procedures, processes, and systems.

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, chronic condition support, and more.
• Employee Recognition Program: High5 employee recognition and awards platform.
• Annual Bonus Program: Opportunity for an annual performance-based bonus.