Customer Service Representative

PFU America, Inc., a recognized leader in the Document Imaging industry located in Santa Clara, CA, is seeking a dedicated Customer Support Representative to join our Service Operations department. This role is crucial for providing outstanding customer service and support to both internal and external stakeholders, as well as ensuring accurate planning and order data entry. If you are passionate about delivering excellent customer experiences and thrive in a dynamic environment, we encourage you to apply.

As a Customer Support Representative, you will be instrumental in managing the entire order lifecycle, from creation to cancellation, using Oracle. Your responsibilities will include processing various order types such as product, parts, service, Return Material Authorizations (RMAs), credit memos, scrap orders, and inter-org transfers. You will also play a key role in maintaining customer satisfaction by responding promptly and accurately to inquiries via email and phone, and proactively communicating order status, shipping information, and potential delays. Escalating issues to management and relevant staff will be essential to ensure optimal customer outcomes.

Furthermore, you will be responsible for dispatching and tracking escalated service calls to completion, collaborating with Planning, Logistics, Dispatch, and Contracts teams to resolve any discrepancies, and processing orders for Advance Exchange, Depot Warranty, and Time & Material services to meet or exceed service level agreements. You will also manage scrap orders and work orders for SVC and CVA locations, and contribute to accurate inventory levels by reviewing sub-inventories. Support on special projects as needed will also be part of your dynamic role.