Pelican

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.