Panasonic – Customer Service Representative
Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we’ve been committed to improving peoples’ lives and making the world a better place–one customer, one business, one innovative leap at a time. Come join our journey.
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What You'll Get to Do:
Takes lead and responsible for resolving credit, delivery, pricing, chargeback, payment, damages, lost shipments and other issues related to orders. Responsible for order management, shipment and billing. Responsible for managing and processing sales and marketing program credits. This is a highly visible position which not only interacts and serves customers on a daily basis but also works closely with Panasonic and its 3rd party service providers to ensure timely and excellent service and customer satisfaction to enhance business growth.
Customer Service and Satisfaction:
Analyze and solve problems of routine scope and complexity.
Organize and prioritize work volume to meet deadlines and achieve results.
Respond to information requests timely and accurately providing others with information in advance of potential issues.
Exhibit general knowledge of products, policies, procedures, systems for Panasonic and customers, organizational structure, and industry.
Calls are answered within the required time frame and emails are responded to timely.
Questions are acknowledged and answered as requested with minimal call transfer.
Follow-up call is performed as needed.
Provide customers with accurate information concerning order status, order changes, tracking information, product availability, returns, proof of deliveries and pricing.
Communicate product specs, new product information and discontinued items.
Recommend alternate products based on availability.
Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability.
Issue RGA, Return Goods Authorization, accurately within 48 hours of receipt, obtaining all necessary approvals as needed.
Where RGA approvals are required from sales and not received timely, follow up until total resolution achieved on outstanding return issues.
Initiate Return Materials Authorizations: RMAs
Generate Credits and Debits to resolve invoicing issues.
Collaborate with internal departments to resolve issues or concerns.
Know how each process relates to the whole operation.
Work with PESNA SCM to set up orders for direct ships. Coordinate direct ship and non-drop ship orders by proactively informing customers of ETA on weekly basis.
Foster and nurture business relationships with customers and channel partners.
Contribute as an individual and as part of a team to achieve company and department goals and objectives.
Cross train, back up, maintain accurate account profiles, and provide assistance to team members as needed.
Cooperate and respond to assist the team, enabling the team to meet and exceed department and company goals and objectives.
Plan business coverage ongoing and ensure that business associates are aware of all issues, processes and procedures necessary to handle business requirements.
Build enduring positive relationships with peers, supervisors, managers, all internal and external customers.
Communicate pricing, catalog and literature updates.
Assist the Sales Team with project quotations requests; verify pricing discounts, and project and customer details.
Set up new accounts, update and maintain customer information in system.
Review, retain and stay well-informed on current marketing, regional, divisional and customer-specific promos to ensure all appropriate promo codes and promotion attributes are applied as instructed and able to communicate information as needed.
Validate and process all warranty claims.
Participate in other as-needed customer service and sales support activities.
Responsible for processing warranty claims and managing the warranty process administration for Solar and battery Storage.
Ensure that all orders are processed within 24 hours of receipt, maintained appropriately with approvals and released timely.
Reply to inquiries regarding order changes, cancellations, adjustments etc according to prescribed procedures.
Proactively review backlog to identify and resolve past due orders, delivery blocks and credit blocks resolve discrepancies regarding shipping errors.
Provide consistent and timely follow up communication and action steps after each order
Work with internal and external teams to identify orders for earlier shipment.
Work with SCM to expedite material handling to meet customer request dates.
Arrange shipments in coordination with the customer, and Panasonic or 3rd party warehouse.
What You'll Bring:
Education and Experience:
College degree or equivalent work experience preferred.
Minimum 3-5 years of relevant Sales or Marketing administration, support, or experience in customer service with technically oriented products
Thorough understanding of business conditions, environment and sales company organization
Prior front line business experience preferred
Excellent working knowledge of SAP ECC and Cognos preferred
Highly competent in use of personal computer particularly MS Word, MS Excel, MS Power Point and Outlook with the ability to acquire new skills with corporate business systems.
Good verbal skills – must be able to explain fairly technical parts information clearly
Written skills – must be able to communicate via phone, fax, and email effectively with customers
Highly organized people-person who is able to see urgency in business issues and prioritize solutions for them.
Particularly adept at providing quick and accurate product data and specifications to others.
Is able to clearly identify business vs. technical problems and either resolve or escalate appropriately in the best interest of the customer and company.
Able to learn new IT based efficiency tools quickly.
Ability to handle sensitive business information
Ability to work in highly computerized work environment. Ability to work in fast-paced and high-stress environment. Ability to communicate effectively both verbal and written. Tactful and diplomatic. Ability to handle multiple tasks and interruptions. Ability to prioritize and re-prioritized throughout the business day
Ability to recognize, adapt and implement new procedures. Ability to utilize basic and ad hoc reporting. Ability to identify, troubleshoot and elevate system issues
What We Offer:
- Competitive compensation package
- Comprehensive benefits
- Pet Insurance
- Paid Parental Care Leave
- Employee Referral Program
- Educational Assistance
- Flexible Work Program
- Volunteer time Off
- Casual Dress Code
- Total Well Being Program
Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.
All applicants are subject to the Company’s mandatory vaccination policy. All employees are required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance.