JOB TITLE    Customer Service Representative

REPORTS TO    Corporate Business Development Manager

FLSA STATUS    Non-Exempt / Full-time                REVISION DATE    February 6, 2025

STARTING PAY    $22.00                        SCHEDULE    M – F:  7:30 AM – 4:00 PM

PRIMARY ROLE    Responsible for building and maintaining relationships with long-term customers.  Promote and maintain brand loyalty with excellent customer service.  Interact with customers in the sales process whether online or over the phone.  Ensure a pleasant experience for our customers through product knowledge and excellent customer service.  Provided customer service with follow up on any questions or issues with the process – from purchase to shipment.

KEY MEASURES

1.    Interact with and provide assistance to customers via inbound and outbound telephone calls, emails, and web sales.

2.    Manage the process of order fulfillment by entering, reviewing, and confirming sales orders

3.    Manage and resolve general complaints - the point of contact for customers to determine the best course of action

4.    Proactively identify potential customer needs and offer / recommend relevant products.

JOB EXPECTATIONS 

1.    Learn company products, processes, and policies to provide outstanding customer service.

2.    Assists customers with product selection, answers questions, and suggests various product options that are available.

3.    Maintain customer records and use Salesforce to record customer interactions, details of price inquiries and customer contact information.

4.    Determine ship location, update customer of potential backorders and release orders to be shipped.

5.    Be a liaison with internal teams: Sales, Logistics and Accounting to provide the best possible customer experience.  

6.    Proactively reach and follows up with customers making sure we delivered great customer experience.

7.    Drive the development of superior customer service and high performance.

8.    Support goals and processes to ensure continuity of business and customer satisfaction.  

9.    Professionalism: Proper communication verbal or written, tone and vocabulary.  Professional demeanor and dress code.

10.    Flexible & willing to learn other areas of Pacer’s business

11.    Maintain and clean daily work area to be free of trip, slip and fall hazards.

EDUCATION    

•    REQUIRED: Minimum of High School diploma or GED.  

KNOWLEDGE / EXPERIENCE

•    Experience with using computers and computer systems.

•    1 – 2 years’ experience in customer service principles, quality standards of service

•    Proficient with Microsoft Windows, Internet, and MS Office 365 Excel

•    Experience with office equipment / technology

•    Salesforce experience a plus

SKILLS

•    Actively listening

•    Strong project skills.

•    Excellent follow-up skills and multi-tasking skills.

•    Excellent customer service verbal and written communication

•    Negotiation skills

•    Research skills to find answers from current tools, procedures, and databases

ABILITIES

•    Professional telephone and email etiquette, and able to communicate effectively with others.

•    Ability to work independently and as part of a team.

•    Ability to solve customer problems and evaluate customer satisfaction

PHYSICAL OR SPECIAL REQUIREMENTS / JOB HAZARDS    

•    Frequently sit and use the telephone more than six hours per day and walk and stand occasionally.

•    Able to repeatedly use hands and fingers on a computer keyboard, telephone, and other office equipment, and writing.

•    Occasionally safely lift or move up to 20 pounds.

•    Able to work in an air-conditioned office and warehouse setting.

•    Use of proper PPE when entering the warehouse.  Vigilant of forklift traffic.

Other duties, assignments, and responsibilities may be assigned from time to time by any member of PACER management.

Established in 1979, Pacer built its reputation as a marine industry leader at a time through excellence in engineering, a knowledgeable sales staff, and an unwavering commitment to customer service.  Our values are the driving force behind everything we do.  Respect, integrity, diversity and inclusion, teamwork, and the spirit of winning propels our teams to excellence.

PACER OFFER COMPETITIVE BENEFITS TO INCLUDE MEDICAL, DENTAL, VISION, LIFE INSURANCE, 401(K), AND EMPLOYEE ASSISTANCE PROGRAM.  TEAM MEMBERS ALSO ENJOY PAID TIME OFF AND NINE (9) PAID HOLIDAYS A YEAR.  MONTHLY GAIN SHARE IS AVAILABLE UPON MEETING MONTHLY GOALS.  ADDITIONAL PAID TIME OFF IF PERFECT ATTENDANCE FOR 90-DAYS.

PACER provides equal employment opportunities to all team members and applicants and does not discriminate because of ancestry, age, race, color, gender, gender identity, gender expression, religion, sex (including pregnancy), sexual orientation, national origin, disability, military status, or any other legally protected status.  Equal employment opportunities is extended to all applicants and team members in all aspects of the employer-employee relationship, including but not limited to, hiring, benefits, promotion, termination, layoff, recall, leaves of absence, compensation, and training.

Pacer expect all team members to follow all company policies, procedures, laws and regulations to ensure an enjoyable and team work environment for all team members.