Customer Service Representative- CSR and SAP exp​/remote in Chicagoland area

Overview

Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we’ve been committed to improving peoples’ lives and making the world a better place–one customer, one business, one innovative leap at a time. Come join our journey!

Customer Service Representative

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What You'll Get To Do:

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. Rep takes the lead and is responsible for resolving credit, delivery, pricing, chargeback, payment, damages, lost shipments and other issues related to orders. Responsible for order management, shipment and billing discrepancies. Responsible for managing and processing sales and marketing program credits.

This is a highly visible position which not only interacts and serves customers daily but also works closely with other PNA functions and 3rd party service providers to ensure timely and excellent service and customer satisfaction to enhance business growth. Candidate needs to currently be located in the Greater Chicagoland Area.

• Analyze and solve problems of routine scope and complexity.
• Organize and prioritize work volume to meet deadlines and achieve results.
• Respond to information requests in a timely manner and accurately provide others with information in advance of potential issues.
• Exhibit general knowledge of products, policies, procedures, systems (Panasonic and customers), organizational structure, and industry.
• Calls are answered within the required time frame and emails are responded to timely.
• Questions are acknowledged and answered as requested with minimal call transfer.
• Follow-up call is performed as needed. Provide customers with accurate information concerning order status, order changes, tracking information, product availability, returns, proof of deliveries and pricing.
• Communicate product specs, new product information and discontinued items. Recommend alternate products based on availability.
• Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability.
• Issue RGA (Return Goods Authorization) accurately within 48 hours of receipt, obtaining all necessary approvals as required.
• Initiate Return Materials Authorizations (RMAs).
• Generate Credits and Debits to resolve invoicing issues. Collaborate with internal departments to resolve issues or concerns.
• Know how each process relates to the whole operation.
• Work with PESNA SCM to set up orders for direct ships.
• Coordinate direct ship and non-drop ship orders by proactively informing customers of ETA on weekly basis.

• Foster/nurture business relationships with customers and channel partners. Contribute as an individual and as part of a team to achieve company and department goals and objectives.
• Cross train, back up, maintain accurate account profiles, and provide assistance to team members as needed.
• Cooperate and respond to assist the team, enabling the team to meet and/or exceed department and company goals and objectives.
• Plan business coverage and ensure associates are aware of all issues, processes and procedures necessary to handle business requirements.
• Build positive relationships with peers, supervisors, managers, all internal and external customers.
• Communicate pricing, catalog and literature updates. Assist the Sales Team with project quotation requests (verify pricing discounts, and project & customer details).
• Set up new accounts, update and maintain customer…