Customer Support Representative - PFU America, Inc.

Welcome to PFU America, an established leader in the Document Imaging industry, delivering innovative scanning solutions and services that enable our customers to solve critical business productivity and streamline operations.

We are also the proud creators of Happy Hacking Keyboard (HHKB), which strives to be the best performing, highest quality and most satisfying line of keyboards on the planet. Born from the vision of a perfect computer keyboard, HHKB has become the go-to digital companion for programmers, gamers, hackers and high-performance keyboard enthusiasts over the past 25 years.

While our headquarters is based in the heart of Silicon Valley in Santa Clara, CA, our teams do great work from just about anywhere. We offer excellent benefits and an inclusive culture that rewards hard work and teamwork, encourages intellectual growth and celebrates diversity.

Learn more about PAI here: https://www.pfu-us.ricoh.com/about-us

We are looking for a Customer Support Representative to join our team. The position details include but are not limited to:

Essential functions & duties:

• Perform accurate and timely creation, modification and cancellation of all Oracle order types based on customer PC's submitted through EDI and E-mail for product, parts or service, along with Return Material Authorization orders, credit memos, scrap orders, inter-erg transfers, Customer Care and parts orders in accordance with the requested date, shipping instructions and all applicable requirements

• Maintain excellent customer I co-worker / third-party satisfaction by responding timely and accurately to all requests received via E-mail and phone

• Notify all customers of order I contract status, shipping information, delays, estimated time of arrival, etc. and escalate as needed to management and the appropriate staff to ensure maximum customer satisfaction

• Dispatch and track to closure all escalated Service Calls

• Work with Planning, Logistics, Dispatch and Contracts to resolve discrepancies

• Process orders to facilitate Advance Exchange, Depot Warranty and Time & Material services that meet or exceed service level agreements

• Process Scrap orders and Work Orders for SVC and CVA locations

• Review all sub-inventories to ensure accurate inventory levels are in place

• Log into the Automated Call Distribution system during work hours and maintain or exceed company utilization standards

Marginal functions & duties:

• Contribute to process improvement projects as dictated by management

• Ensure all technical and warehouse services are provided in a timely and accurate manner to support PAI objectives

• Provide order confirmations to customers as needed

• Process incentive rebates on a quarterly basis for distributors and resellers

• Process Credit Claims for Marketing COOPS

• Update Planners Desktop as needed

• Process FE Trunk Kit Replenishment weekly

• Force pick sales orders from stock or specific locations as requested

• Support internal customers with a wide variety of services including but not limited to providing transaction documentation, reporting, analysis and information gathering

• Facilitate the daily cycle count program

• Address Oracle alerts in a timely manner when they are generated

• Manage accurate and timely entry of all material movement transactions including ship confirmations, PO receipts, sub-inventory transfers, work order issues and completions, RMA receipts and miscellaneous account transactions

• Create part numbers as requested

• Update pricing changes when appropriate approval is granted as needed

• Track and expedite the return of RentScan product when due, and defective scanners from Advance Exchange customers

• Provide timely resolution of unauthorized material returns (URMA's)

• Manage processes associated with End-Of-Life / End-Of-Service notification

• Cross-train in all areas of Customer Support to facilitate effective back up to department staff as needed

• Maintain scanning / filing of all department documents

• Identify aged inventory in inventory and resolve in a timely manner

• Provide immediate notification to the appropriate CSR of address discrepancies or carrier Delivery Exceptions and ensure timely resolution.

• Maintain and update ISO procedures and adhere to ISO standards

• Complete all end-of-day reports and tasks including but not limited to the Open picks report, Un-invoiced Shipments Report, In-transit Exception Report, Aging Parts, URMA disposition and Scrap Report

• Know and comply with all company / department policies procedures

• Maintain reports as needed

• Log into and maintain the correct status on the ACD system daily

• Complete other duties at the discretion of management

Our salaries are aligned to the specific geographic location in which the work is primarily performed. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the circumstances of each situation. The pay range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to: specific skills, qualifications, experience, and comparison to other employees already in this role. The pay range for this role is between $45,000 - $55,000 and may be eligible for a short-term incentive based on the company and individual's performance.

Qualifications:

Educational / Work Experience:

• High School diploma or equivalent

• Associate Degree preferred

• Minimum of 2 years prior customer service or service industry preferred

Skills/Abilities:

• Skilled in Microsoft Word, Excel, and PowerPoint

• Good communication and interpersonal skills with peers and management

• Good writing skills and proficient in typing

• Oracle experience desired

• Manage multiple tasks

• Meet critical deadlines

• Team oriented

• Dependable