[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.
• 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, organizational structure, and industry.
• Providing accurate information concerning order status, order changes, tracking information, product availability, returns, proof of deliveries, 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.
• 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.
• Highly organized “people-person” who prioritizes solutions.
• Ability to communicate effectively both verbally and in writing.
• Strong ability to work collaboratively between multiple departments.

Requirements

• Role is virtual; however, location is Chicago, IL market due to other team members and warehouse support.
• Ability to travel minimum 4x per year for meetings, trade shows, events, and customer projects.
• Requires flexibility at times with work schedule to participate in tradeshows, company events, and other time-sensitive tasks during month-end closing.

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.