Customer Service Representative

SUMMARY
The Customer Service Representative provides exceptional service and builds strong relationships across Pelican's customers. This role requires attention to detail, responsiveness, and acquiring a strong understanding of Pelican's products and systems to ensure customer satisfaction.

PRIMARY DUTIES AND RESPONSIBILITIES

• Accurately and promptly enters customer orders, including RMAs, debit memos, and credit memo requests. Maintains the customer cross-reference table and proactively monitors backlog to ensure product availability or suggest alternatives.
• Acts as the internal point of contact for contract and custom orders, routing contracts to the appropriate departments and providing proactive updates to customers.
• Prepares customer quotations, including freight estimates, while ensuring proper methodology and lead time assignment. Escalates priority quotes when needed and communicates quotation status effectively.
• Supports customers with product selection by demonstrating a strong understanding of Pelican's standard products. Provides technical information, test results, drawings, and samples upon request.
• Answers customer calls and emails promptly and professionally. Shares the latest product updates and ensures customer requests for samples and literature are processed accurately.
• Manages customer complaints by coordinating with relevant departments to ensure timely and satisfactory resolution. Communicates with Sales and leadership when necessary.
• Assists with administrative and account maintenance tasks, including credit/debit memo resolution, rebate reporting, and CRM data entry (e.g., support tickets, leads, compliments, and complaints).
• Supports company-wide Quality and Safety Objectives by participating in related initiatives and ensuring adherence to Pelican's Quality and Safety Management Systems.
• Adheres to company policies, procedures, and safety guidelines as outlined in the Employee Handbook and other relevant documentation.
• Performs other duties as assigned.

JOB REQUIREMENTS

• 1-2 years of experience in a fast-paced office or customer service environment.
• Proficiency in Microsoft Office (particularly Excel), SAP, and general knowledge of EDI systems.
• Excellent written, verbal, and interpersonal communication skills.
• Highly detail-oriented with strong customer service, organization, and follow-up capabilities.
• Proficiency in Word, Excel, and other applicable business software.

ADDITONAL INFORMATION

• Actively supports and complies with Pelican'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 flexible regarding working hours and overtime
• Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• While performing the duties of this job, the employee will be frequently required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).
• While performing the duties of this job, the employee will be occasionally required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).
• Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds.

Compensation & Benefits:
Our compensation reflects the cost of labor across severalU.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 positionis listed below. Paywithin this range varies by work locationand 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 employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.