Customer Service Custom Coordinator

SUMMARY

Primary responsibility is to provide excellent customer service and build customer relations through courteous and prompt resolution to customers' questions and problems. Additional responsibilities include point of contact for custom order process, facilitating the order flow of products/paperwork to and from various departments to ensure successful delivery of non-standard products. Delivers customer service assistance with call desk communication and email correspondence as needed to assure customer satisfaction for expedited orders. In addition, will work on a cross-functional team and be expected to perform other administrative tasks related to custom case value stream on an as-needed basis to maintain order flow.

DUTIES & RESPONSIBILITIES:

• Enters all orders, RMA, debit and credit memos in a timely and accurate manner. Coordinates and organizes custom order process from receipt through shipment and tracking, including willingness to take responsibility for order accuracy, and timely fulfillment of custom order delivery to customer. Maintains
  Project Status and Updates for customer communication. As needed, orders component parts, creates stock transfer orders, creates new part numbers, BOM's and routings, and production orders for custom product. Must have versatility to perform most tasks from other administrative functions from custom
  products value stream, i.e. Drafting, scheduling, creation of bills-of-material, document control.
• Serves as the inside key contact for contracts and custom orders for Concierge customers, refers contracts to the appropriate parties for review, proactively provides update/status of contracts to the Concierge customer.
• Processes quotations for custom product, including freight quotations using proper methods and practices. Follows Pelican's order management workflow methods.
• Assists the customer with advice and product knowledge. Also provides Technical Support to other arenas of the Enterprise. Assist the customer with product selection, based on a strong understanding of all Pelican products. Provide information regarding product tests, engineering drawings and samples upon request.
• Actively supports Pelican's Quality Objectives and contributes to the Quality Management System as assigned. Actively supports and adheres to Pelican's Safety Guidelines and actively participates and contributes to the Safety Management System as assigned.
• Responsible for promptly answering incoming telephone calls and emails in a professional manner. Provides the customer with the most recent product information and updates. Provides superior internal communications to facilitate order flow.
• Receives and responds to customer complaints, investigates difficulties and coordinates with the necessary departments for prompt customer satisfaction. Will communicate with Sales and Directors as needed to ensure prompt customer satisfaction.
• Creates and updates custom reports and presentations such as, but not limited to, sales recaps, sales activity by region/industry and credit reports using Query Builders and various Microsoft applications for the enterprise or customer.
• Documents and trains new personnel with custom procedure policies and practices.
• Assists the Finance Department in resolving issues, including credit and debit memo entry and providing rebate reports to a timely release. Provides account information to the customer and maintains customer records by filing, posting, tabulating, word processing and sorting for the customer. Enters support tickets and leads in CRM data base. Enters compliments and complaints for proper tracking of Quality initiatives.
• Perform other related duties as required or directed.

QUALIFICATION:

• A.A. Degree in Business or related field and/or a minimum of two years' experience in an office/sales environment.
• Must have excellent written, verbal and presentation skills.
• Must be detail-oriented and have excellent customer service, organizational and follow-up skills.
• Must be proficient with Word, Excel and other appropriate software.
• Ability to speak & write in a second and/or third language helpful but not required.
• Must be able to interact effectively and cooperatively with employees at all levels.
• Must have the ability to complete assignments within time frame specified by Manager.
• Must be able to operate in a fast-paced organization and handle multiple projects simultaneously.
• Must be available to work overtime on evenings and weekends, with or without advance notice.

Compensation & Benefits:
Our compensation reflects the cost of labor across severalU.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 positionis listed below. Paywithin this range varies by work locationand 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 employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.