Temporary - Customer Service Representative

Career opportunities with PFU America, Inc.

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PFU America, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity including transitioning into their gender identity, expression or perception of gender identity, or any other characteristic protected by federal, state or local laws.

Welcome to PFU America, Inc. (PAI) an established leader in the Document Imaging industry, delivering innovative scanning solutions and services that enable our customers to solve critical business productivity and streamline operations.

We are also the proud creators of Happy Hacking Keyboard (HHKB), which strives to be the best performing, highest quality and most satisfying line of keyboards on the planet. Born from the vision of a perfect computer keyboard, HHKB has become the go-to digital companion for programmers, gamers, hackers and high-performance keyboard enthusiasts over the past 25 years.

While our headquarters is based in the heart of Silicon Valley in Santa Clara, CA, our teams do great work from just about anywhere. We offer excellent benefits and an inclusive culture that rewards hard work and teamwork, encourages intellectual growth and celebrates diversity.

• Provide timely, professional support via phone and email.
• Resolve customer issues such as delivery delays, address discrepancies, and order inquiries.
• Assist with updating points of contact in Service Now (SNO) service calls, manage call deferrals and watchlist activities in accordance with established procedures.
• Document of customer calls and email actions into Service Now.

Inventory & Operational Oversight

• Monitor inventory accuracy (negative balances, excess/aged inventory).
• Manage scrap orders, sub-inventory reviews, and inventory disposition (including ECNs).
• Monitor all delivery exceptions for the company and communicate with Fed Ex to provide a solution so that the delivery can be completed and service call SLA met.
• Monitor and address Bigcom Order Errors

Reporting & Compliance

• Maintain accurate records and documentation (ISO compliance).
• Generate and review daily operational reports (Open Picks, Aging, URMA, etc.).
• Compile a daily report of deferral, watchlist, and assigned cases to Field Engineers
• Compile a daily report of Ecom RMA's and Backorders
• Run a weekly report of Ingram and TD Synnes aging RMAs (RMA's exceeding 90 days cancelled).
• Track Rental Scanners daily alert to ensure all units are returned by due date.
• Compile a daily report for ECOM PENDING ORDERS and provide a weekly update.

Issue Resolution & Process Support

• Investigate URMAs and resolve discrepancies.
• Support EOL/EOS processes and contract updates.
• Monitor and resolve purchase order discrepancies, and shipping exceptions.
• Monitor EDI errors and address daily
• Manage Ecom rental scanner activity.
• Bigcommerce Orders.
• Ingram and TD Synnes.

KEY RESPONSIBILITIES

• Ensure end-to-end execution of service calls and service orders in alignment with established SLAs, policies, and customer requirements.
• Deliver high-quality customer support through professional, timely communication across phone and email channels.
• Monitor order fulfillment, shipment status, and delivery performance; proactively elevate and resolve exceptions impacting customer satisfaction.
• Partner with Planning, Logistics, and Service Contracts to drive resolution of order, inventory, and service-related discrepancies.
• Administer Service Sales operations, including order processing, EDI transactions, bulk uploads, trade-in requests, RMAs, and shipping documentation.
• Maintain data integrity across customer, contract, and service records; generate and analyze operational and contract performance reports.
• Act as a liaison to internal teams (TAC, OMNI, Field Engineers) to ensure effective…