Customer Service & Sales Support Representative (Bilingual in German)

SUMMARY

Performs a wide range of complex duties in the Customer Service & Sales Support Department, requiring a high level of understanding of all job functions. Primary responsibilities are accurate order processing, delivery creation and shipment processing, and providing excellent customer service, building strong customer relationships through courteous and prompt resolution to customers' inquiries and problems. Additional responsibilities include creation and maintenance of customer and pricing master data, follow up on open order status and order book maintenance and providing support to the Sales team. This person may also be called to attend trade shows and is, whenever business requires, a backup to other customer service and sales support teams in the EMEA.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Receiving and processing of sales orders in a timely and accurate manner, issuing order confirmations, issuing Product Information Sheets, communicating with operations, engineering and sales teams as needed.
• Issuing pro-forma invoices for cash in Advance (CIA) accounts, pre-production deposits, checking account blocks and solving issues with the Finance Department when necessary.
• Pro-active review of open orders due for delivery creation and coordination of outbound shipping processing, communicating with customers to optimize shipments and follow up with finance on blocked deliveries.
• Daily check of open deliveries and shipment status. Ensuring timely shipments and coordinating with customers and shipping plants FCA/EXW collections. Escalate orders being late picked & packed and or late shipped/picked up.
• Request freight quotations and update orders or outbound deliveries after validation with the CS & SS Manager.
• In a timely manner, issue invoices for export and request freight forwarder all necessary transport & export documentation (i.e. certificates of origin, EUR1, ATR, etc.).
• Reply to inquiries from customers regarding, stock availability, sales order and shipment status, products and services. Processing requests for product samples, spare parts and literature and preparation of mass mailings. Attention to phone calls and prompt call distribution.
• Issuing in the ERP system RMA's (Returns Material Authorization) for repairs or customer returns, requesting internal approval and coordinating the collection with the logistic department or partners.
• Creates and maintains customer master data in the company's ERP and CRM systems, making sure both systems are up to date simultaneously.
• Assists with the preparation of proposals, sales reports and other clerical sales support.
• Registering all complaints or errors concerning product quality, delivery or customer service using the established processes for quality control and ensuring timely and adequate follow up on open sales force tickets (NCR/OFI).
• Contributes to driving operations scorecard KPI's to or over their set targets.
• Actively supports Pelican's Quality Objectives and contribute to Quality Management System as assigned.
• Processing of sales leads into the company's CRM and follow up on status, reporting to sales directors as required. Can be called for attending Peli trade shows.
• Performing other duties as assigned by a Customer Service & Sales Support Manager, particular back up for reception, courier shipments.

JOB REQUIREMENTS

• Bachelor or University Degree in Business or similar field with minimum of 1/2 years' experience in customer service and/or sales support.

• Must be fluent in spoken and written English & German, any other language would be considered a plus.
• Excellent written, verbal and presentation skills.

• Detail-oriented and have excellent customer service, organizational and follow-up skills.
• Familiar with SAP/SD module and Sales Force preferable.
• Proficient with Word, Excel and other appropriate software.
• Ability to complete assignments within time frame specified by Manager.

ADDITIONAL INFORMATION:

• Actively supports and complies with Peli's objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
• Must be able to interact effectively and cooperatively with employees at all levels.
• Must have the ability to complete assignments within the timeframe specified by the Manager.
• Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.

Peli is an Equal Employment Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Compensation & Benefits:
Our compensation reflects the cost of labor across several U.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this position is listed below. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.
Pelican Products, Inc. is an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.