Concierge Customer Service Representative

Pelican Torrance, CA
Pelican Products is the global leader in the design and manufacture of advanced lighting systems and virtually indestructible cases for protecting valuable equipment---and a great place to work! We take pride in creating and manufacturing products that are preferred by professionals (including fire fighters, law enforcement and military personnel) who work in extreme environments around the globe. With competitive compensation and benefits, our team members enjoy a fast-paced, creative, and exciting environment that allows them to flourish and be the best at their jobs. Employees are our greatest resource and, as such, their talents are valued and their contributions are recognized. Pelican Products is a unique company that combines the stability and professionalism of a mature firm with the agility and spirit of a small, fast-growth company.

Would you like to join the Pelican team? We currently have an opening for a Concierge Customer Service Representative.


This position requires, under minimum supervision, to provide excellent customer service and maintain strong customer relations with Pelican's customer network. This consists of account management from order entry through shipment, including proactively reporting on the status of orders and product price quotations, prompt order entry, providing freight quotations, lead-time requests, providing shipping and invoicing information, and preparing presentations for participation in staff meetings.

What You'll Do:

* Order management: Enters all orders in a timely and accurate manner. Proactively reviews the standard product backlog to ensure availability information and/or to suggest product substitutions. Maintains the customer cross reference table. Enters in RMA, debit and credit memo requests.

* Design request/quotation, custom orders and contract provisions: Serves as the inside key contact for contracts and custom orders, refers contracts to the appropriate parties for review and proactively provides status of contract/custom orders to the customer.

* Quotations and availability: Processes customer quotations, including freight quotations using proper methods and practices. Determines complexity of quotation and assigns appropriate lead times. Proactively updates the customer of the status of their quotation and escalates the prioritization of the quotation as necessary. Provides product availability utilizing information in database. Refers sales leads to appropriate outside sales representative, sales manager or distributor.

* Technical Advice and Product Knowledge: Assists the customer with product selection, based on a strong understanding of all Pelican standard products. Provides information regarding product tests, engineering drawings and samples upon request.

* Quality and Safety Objectives: Actively supports Pelican's Quality Objectives and contributes to the Quality Management System as assigned. Actively supports and adheres to Pelican's Safety Guidelines and actively participates and contributes to the Safety Management System as assigned.

* Communication: Responsible for promptly answering incoming telephone calls and emails in a professional manner. Provides the customer with the most recent product information and updates. Processes requests for approved samples and literature and maintains scorecard goals.

* Troubleshooting: Receives and responds to customer complaints, investigates difficulties and coordinates with the necessary departments for prompt customer satisfaction. Will communicate with Sales and Directors as needed to ensure prompt customer satisfaction.

* Finance and Record Keeping: Assists the Finance Department in resolving issues, including credit and debit memo entry and providing rebate reports to a timely release. Provides account information to the customer and maintains customer records by filing, posting, tabulating, word processing and sorting. Enters support tickets and leads in CRM data base. Enters compliments and complaints for proper tracking of Quality initiatives.

* Other duties: Other duties may be required, including but not limited to, assisting the customer with trade show support and coordination of trade show samples and literature; providing training to co-workers and conducting peer reviews as requested by Department Manager or Supervisor. Other duties may be assigned by the Department Manager or Supervisor.

What You'll Need:

* Associates Degree in Business or related field preferred and/or a minimum of two years' experience in a fast paced office or sales environment.

* Must have excellent written, verbal and presentation skills.

* Must be detail-oriented and have excellent customer service, organizational and follow-up skills.

* Must be proficient with Word, Excel and other appropriate software.

* Must be able to operate in a fast-paced organization and be able to manage multiple projects simultaneously.

* Must be able to interact effectively and cooperatively with employees at all levels.

* Must have the ability to complete assignments within the time frame specified by the Manager.

* Trade show experience preferred; must have the ability to travel occasionally on an as-needed basis.

* Must be able to work overtime on evenings and weekends, with or without advanced notice.

* Ability to read CAD drawings helpful, but not required

* Ability to speak and write in a second and/or third language helpful, but not required.

Pelican Products, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Nearest Major Market: Los Angeles

Job Segment: Customer Service Representative, Drafting, Engineer, CAD, Customer Service, Engineering