Customer Service Rep Ii

As a
Customer Service Representative, you are the connection between PAC and the customer.

You are the first point of contact for the customer, and your main activities are creating quotations, bookings orders and manage the logistics between us and our customers.

You will be in contact with our customers, freight forwarding, internal departments and work directly with Supply Chain, Sales and Service.

You feel passionate about providing an excellent customer service experience and you enjoy building relationships. As Customer Service Representative, you are a good communicator and a team player with a high sense of ownership.

You have excellent multi-tasking skills, you feel comfortable in a LEAN and dynamic environment and you have a proactive attitude.

You have a good process improvement mindset and like to work closely with internal and external stakeholders to increase the overall value we bring to customers.

Responsibilities:

• Answer customer requests for quotations and questions timely and accurate
• Provide feedback to customers and colleagues on stocking levels, order status, order tracking, service contract and repair order status, etc.
• Provide suggestions for alternative products / solutions for outofstock items or long leadtime items
• Manage inquiries from potential customers and move them through the evaluation and approval process
• Maintain working knowledge of export procedures and compliance
• Enter customer demand into ERP system and communicate order confirmation back to customer within 24 hours of receipt of purchase order
• Expedite orders to ensure ontime shipment and proactively communicate order status to customer, Sales department and Service department
• Coordinate all outbound shipments with freight carriers, customers and internal functional groups.
• Provide all necessary documentation for shipments and customs clearance. Review projectspecific shipping and/or carton/crate specifications.
• Collaborate with service to ensure technicians are dispatched to work site as needed
• Assist customers with product returns and generate credit memo requests to finance as needed
• Initiate, investigate and resolve customer complaints
• Participate in quality and accounting audits as well as continuous improvement events as necessary

Education and Experience:

• Bachelor's Degree or equivalent is required.
• Minimum of 2 years of Customer Service, Supply Chain or Export experience in an International environment.
• Knowledge of logistics processes and INCO terms plus related customs procedures and documentation.
• Good analytical skills.
• Fluent in English and German is required, both verbal and written.
• Experience with SAP / ERP system is a plus.
• Working knowledge of Salesforce and/or ServiceMax a plus.

Knowledge/Skills/Competencies:

• Customer service skills with attention to detail and accuracy.
• Willingness to assist other team members with customer related issues.
• Strong organizational skills with ability to prioritize.
• Ability to multitask and follow tasks through to completion in a fastpaced, dynamic environment.

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