Customer Service Representative, CSR, SAP Experience Preferred

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the initial point of contact for customers while managing orders and inquiries.

• Address issues related to credit, delivery, pricing, chargebacks, payments, damages, lost shipments, and other order-related concerns.

• Oversee orders, shipments, billing discrepancies, and sales and marketing program credits.

• Respond to calls and emails, providing accurate information regarding order status, tracking, availability, returns, delivery, and pricing.

• Issue Return Goods Authorizations (RGAs) and initiate Return Merchandise Authorizations (RMAs).

• Generate credits and debits to resolve invoicing discrepancies.

• Coordinate direct-ship orders with supply chain management and manage shipment updates.

• Build and maintain relationships with customers and channel partners.

• Cross-train, support, and assist team members as needed.

• Aid Sales in quotation requests and verify pricing.

• Set up and maintain customer accounts and promotional information.

• Validate and process claims related to samples, displays, and warranties.

• Process sales orders, delivery notes, goods issues, invoices, customer-portal documents, and Advanced Shipping Notifications (ASNs) in SAP.

• Monitor SAP orders for accuracy and resolve issues that may hinder shipment and billing.

• Provide analysis and reports on order issues to customer service and sales management.

• Process modifications, cancellations, and adjustments to orders.

• Review and rectify EDI order-queue errors.

• Transfer orders to stocking plants and allocate products using SAP and inventory transactions.

• Manage missing shipments, damaged materials, shipping errors, and logistics claims utilizing TMS.

• Coordinate shipments with customers, Panasonic, and third-party warehouses.

• Enter customer orders, credits, debits, samples, employee orders, and returns into the ERP system.

⛳️ Requirements

• A college degree or equivalent work experience is preferred.

• At least 3–5 years of relevant experience in Sales Operations, Customer Service, or Support.

• A minimum of 3 years of customer service experience with technically oriented products.

• Proficiency in SAP and a customer relationship management (CRM) system is required.

• Experience with Power BI is preferred.

• Functional knowledge of PC software, including MS Office Suite, Outlook, Teams, SharePoint, and Excel.

• Must be currently located in the Chicagoland Area.

• Extensive experience in order processing and order management is essential.

• Capability to navigate various customer Purchase Order formats and capture special requirements.

• Familiarity with software-as-a-service systems such as TMS for logistics-related customer claims.

• Ability to thrive in a fast-paced, high-stress environment with tight deadlines.

• Strong verbal and written communication skills.

• Ability to collaborate effectively across multiple departments.

• Experience in reconciling order-related discrepancies and assisting with payment and chargeback research.

• Capability to provide documentation for SOX audits.

• Willingness to travel at least 4 times per year.

• Flexibility to participate in tradeshows, company events, and meet time-sensitive month-end closing tasks.

• Valid authorization to work in the U.S. is required.

🏝️ Benefits

• Comprehensive health, dental, vision, and prescription plans.

• Options for Health Savings Account and Flexible Spending Account.

• Various insurance options including life, accident, critical illness, disability, legal, identity theft, and pet insurance.

• 401(k) plan with company matching contributions and immediate vesting.

• Generous leave policies including vacation, holidays, personal days, sick leave, volunteer days, and parental & caregiver leave.

• Tuition reimbursement for job-related courses after six months of employment.

• Lifestyle Spending Account.

• Employee Assistance Program (EAP).

• Access to virtual health management and well-being programs.

• Resources for chronic conditions, neurodiversity, tobacco cessation, substance abuse support, and life stage and fertility assistance.

• Employee recognition and awards platform.

• Opportunity for an annual performance-based bonus.