TECHNICAL CUSTOMER SERVI CE COORDINATOR SEE WEBSITE FOR FULL JOB
DESCRIPTION OVERVIEW: Primary responsibility is to provide excellent
customer service and build customer relations through a 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. WHAT YOU\'LL
DO: 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 the 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 a custom product. Must have the 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 a
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. WHAT YOU\'LL NEED: A.A.
Degree in Business or related field and/or 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 the time frame. Must be able to operate in a fast-paced
organization & handle multiple projects