Customer Service Representative
PFU America, Inc., Santa Clara, CA, United States
PFU America, Inc. is a leading provider of document imaging and keyboard solutions, based in Santa Clara, CA, offering an inclusive culture and excellent benefits.
We are seeking a Customer Support Representative who will provide excellent customer service and support to internal and external customers, along with accurate planning and order data entry in our Service Operations department. This is a Temp to Hire position and reports to the manager of Customer Support and Logistics and is based in Santa Clara, CA.
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. Please let us know if you require a reasonable accommodation to apply or interview for our openings.
Salary $20/hr to $25/hr
Position Responsibilities
Perform accurate and timely creation, modification and cancellation of all Oracle order types based on customer PO’s submitted through EDI, E-mail or FAX for product, parts or service, along with Return Material Authorization orders, credit memos, scrap orders, inter-org transfers, Customer Care and parts orders in accordance with the requested date, shipping instructions and all applicable requirements.
Maintain excellent customer / co-worker / third-party satisfaction by responding timely and accurately to all requests received via E-mail and phone.
Notify all customers of order / contract status, shipping information, delays, estimated time of arrival, etc. and expedite escalations to management and appropriate staff to ensure maximum customer satisfaction.
Dispatch and track to closure all escalated Service Calls.
Work with Planning, Logistics, Dispatch and Contracts to resolve discrepancies.
Process orders to facilitate Advance Exchange, Depot Warranty and Time & Material services that meet or exceed service level agreements.
Process Scrap orders and Work Orders for SVC and CVA locations.
Review all sub-inventories to ensure accurate inventory levels are in place.
Provide support on special projects as needed.
Qualifications Experience:
Minimum two (2) years’ customer service experience or working experience within the serviced industry preferred.
Education:
Bachelor’s degree in Business Administration, Marketing/Advertising or related field.
Minimum Qualifications:
Knowledge: Strong working knowledge of MS Word, Excel and PowerPoint; Oracle knowledge desired.
Skills: Excellent writing skills, proficiency in typing/keyboard familiarity.
Abilities: Ability to manage multiple tasks and meet critical deadlines in a fast paced environment; team oriented with ability to work alongside peers in an effort to accomplish department goals; dependable and reliable to provide support in other areas as requested or as the business need arises.
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We are seeking a Customer Support Representative who will provide excellent customer service and support to internal and external customers, along with accurate planning and order data entry in our Service Operations department. This is a Temp to Hire position and reports to the manager of Customer Support and Logistics and is based in Santa Clara, CA.
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. Please let us know if you require a reasonable accommodation to apply or interview for our openings.
Salary $20/hr to $25/hr
Position Responsibilities
Perform accurate and timely creation, modification and cancellation of all Oracle order types based on customer PO’s submitted through EDI, E-mail or FAX for product, parts or service, along with Return Material Authorization orders, credit memos, scrap orders, inter-org transfers, Customer Care and parts orders in accordance with the requested date, shipping instructions and all applicable requirements.
Maintain excellent customer / co-worker / third-party satisfaction by responding timely and accurately to all requests received via E-mail and phone.
Notify all customers of order / contract status, shipping information, delays, estimated time of arrival, etc. and expedite escalations to management and appropriate staff to ensure maximum customer satisfaction.
Dispatch and track to closure all escalated Service Calls.
Work with Planning, Logistics, Dispatch and Contracts to resolve discrepancies.
Process orders to facilitate Advance Exchange, Depot Warranty and Time & Material services that meet or exceed service level agreements.
Process Scrap orders and Work Orders for SVC and CVA locations.
Review all sub-inventories to ensure accurate inventory levels are in place.
Provide support on special projects as needed.
Qualifications Experience:
Minimum two (2) years’ customer service experience or working experience within the serviced industry preferred.
Education:
Bachelor’s degree in Business Administration, Marketing/Advertising or related field.
Minimum Qualifications:
Knowledge: Strong working knowledge of MS Word, Excel and PowerPoint; Oracle knowledge desired.
Skills: Excellent writing skills, proficiency in typing/keyboard familiarity.
Abilities: Ability to manage multiple tasks and meet critical deadlines in a fast paced environment; team oriented with ability to work alongside peers in an effort to accomplish department goals; dependable and reliable to provide support in other areas as requested or as the business need arises.
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