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

Panasonic hires a Customer Service Representative to support customers with order management and inquiries, resolving issues involving credits, delivery, pricing, payments, and shipments. The role also manages sales orders, billing discrepancies, customer communication, and coordination with internal teams and service providers to support timely service and customer satisfaction.

Responsibilities:

• 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

• 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 information in system. Review, retain and stay well-informed on current marketing, regional, divisional and customer-specific promos to ensure all appropriate promo codes and promotion attributes are applied as instructed and able to communicate information as needed
• Validate and process all sample, display and warranty claims. Participate in other as-needed customer service and sales support activities
• Ensure that all orders are processed within 24 hours of receipt and released timely
• Create sales orders, delivery notes, and post goods issues in SAP. Review invoice documents, post documents to customer portals and create ASNs as needed
• Monitors orders daily in SAP for accuracy (items, pricing, terms & conditions, shipping method/terms, special notes & customer instructions) and keeps customers updated to resolve all issues that prevent orders from flowing through the system, shipping, and billing properly
• Provide analysis and reports on order related issues to customer service manager and sales management team
• Process requests for order changes, cancellations, adjustments etc. according to prescribed procedures
• Review EDI order queue daily, resolve errors, manually import into system
• Utilize SAP and inventory availability transactions to transfer orders to stocking plants and allocate product
• Provide consistent and timely follow up communication and action steps after each order
• Handle delivery issues including missing shipments and damaged material
• Resolve discrepancies and shipping errors by collecting data and utilizing the TMS system to initiate claims, monitor progress daily
• Work with internal and external teams to identify orders for earlier shipment
• Work with Purchasing to expedite material handling to meet customer request dates
• Arrange shipments in coordination with the customer, and Panasonic or 3rd party warehouse
• Enter and process all customer orders, credits, debits, sample orders, employee orders, and return goods transactions into ERP system

Requirements:

• Minimum 3-5 years of relevant Sales Operations/ Customer Service / Support
• At least 3 years' experience in customer service with technically oriented products thorough understanding of business. conditions, environment, and sales company organization
• Proficiency in using SAP and a customer relationship management (CRM) system
• Functional ability to operate PC and appropriate software including MS Office Suite, Outlook, Teams, SharePoint, Excel
• Highly organized “people-person” who is able to see urgency in business issues and prioritize solutions
• Particularly adept at providing quick and accurate product data and specifications
• Can clearly identify business vs. technical problems and either resolve or escalate appropriately in the best interest of the customer and/or company
• Extensive order processing & order management experience
• Ability to navigate different customer PO formats while capturing all special requirements and instructions to ensure compliance
• Ability to work in highly computerized work environment, and able to learn new IT based efficiency tools quickly
• Experience working with a software-as-a-service system such as TMS to handle logistic-related customer claims
• Ability to work in fast-paced and high-stress environment with tight deadlines, prioritize and re-prioritize throughout the business day
• Ability to communicate effectively both verbal and written, tactful and diplomatic
• Ability to accept assignments with an open, cooperative, positive, and team-oriented attitude
• Strong ability to work collaboratively between multiple departments
• Prior experience handling the reconciliation of order-related discrepancies, assisting in payment and chargeback research, working closely to resolve discrepancies, and ensure seamless financial operations
• Has a basic ability to communicate with all stakeholders in a timely and effective way
• Able to articulate problems and solutions in concise, easy to understand language
• All candidates must have valid authorization to work in the U.S
• College degree or equivalent work experience preferred
• Power BI exp preferred