Customer Service Representative

Job Description

Position Title: Customer Service Rep (CSR)

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Location: Remote

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Job Type: Full-time, Monday – Friday

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Exempt Status: Exempt

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Reports to: Inside Sales Manager

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Wage Range:  $60,000 – 75,000 / year (depending on experience)

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PFISTERER North America is the US subsidiary of a 100-year-old family-owned company based in Germany and a global leader in electrical connection technology and high-voltage insulation. We offer a supportive culture and competitive pay and benefits. As we introduce new product lines in North America as part of our global expansion, we are seeking additional team members to support our continued growth.

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POSITION SUMMARY

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Serves as a central point of coordination for customer inquiries, order intake, order processing, and delivery for assigned PFISTERER product lines in North America. Works directly with Customers, Sales, Operations, Planning, Scheduling, and Logistics to ensure customer orders are entered accurately in SAP and processed according to published lead times. Maintains ownership of customer orders from initial inquiry and purchase order receipt through shipment and delivery, while providing timely communication regarding order status, changes, and delivery expectations.

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ESSENTIAL DUTIES AND RESPONSIBILITIES

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·        Receive and respond to customer inquiries for assigned product lines, coordinating with Sales and internal teams as needed.

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·        Review customer purchase orders and requirements for completeness and accuracy before order entry and acceptance.

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·        Enter customer orders accurately in SAP and maintain order information throughout the order lifecycle.

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·        Coordinate with Planning, Scheduling, Logistics, and Operations to support timely order processing and delivery.

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·        Provide customers and Sales with order acknowledgements, status updates, expected shipment dates, and delivery information.

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·        Monitor open orders from receipt through delivery, proactively addressing items that could affect customer commitments.

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·        Communicate changes, delays, availability concerns, and other order-related issues promptly and professionally.

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·        Research and resolve order discrepancies, delivery issues, and customer questions by working with the appropriate internal departments.

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·        Assist Sales with customer requests, quotations, product availability questions, and commercial follow-up for assigned product lines.

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·        Maintain accurate and complete customer and order information in applicable business systems, including SAP and Salesforce where applicable.

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·        Support backlog reviews, open-order follow-up, and other inside sales and customer service activities as needed.

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·        Perform other related duties as assigned.

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ESSENTIAL QUALIFICATIONS / EXPERIENCE

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·        Experience using SAP for customer order entry, order maintenance, or a related order management function.

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·        Ability to independently manage multiple customer requests and orders from receipt through delivery.

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·        Highly organized, detail-oriented, and accountable, with strong follow-through.

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·        Proven ability to work independently in a remote environment while staying engaged and responsive to customers and internal teams.

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·        Strong work ethic and a proactive, solution-oriented approach to daily responsibilities.

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·        Excellent written and verbal communication skills, including the ability to communicate delays, changes, and issues clearly and professionally.

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·        Comfortable taking ownership of problems, coordinating with the appropriate teams, and following issues through resolution.

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·        Strong time-management and prioritization skills, with a sense of urgency when responding to time-sensitive customer or order issues.

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·        Good judgment regarding when to resolve an issue independently and when escalation is appropriate.

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·        Bachelor's degree in business, supply chain, marketing, or a related field, or equivalent relevant experience.

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·        Experience with Salesforce preferred.

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·        Working proficiency in Microsoft Excel and other Microsoft Office applications.

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·        This is a remote position; however, occasional travel will be required for training, meetings, or other business needs.

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BENEFITS

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·        401(k)

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·        401(k) match

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·        Health insurance

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·        Health savings account

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·        Dental insurance

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PNA, Inc. is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. PNA will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability, or any other protected status under federal, state, and local law.

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