Call Center Representative

Pelican•Torrance, CA

9d•Onsite

About The Position

The Call Center Customer Service Representative provides exceptional customer support to end users by phone, email, and online platforms. This role requires excellent verbal and written communication skills, strong attention to detail, and the ability to manage a high volume of inbound calls while delivering a positive customer experience.

Requirements

2 – 3 years of experience call center or customer service experience in a fast-paced environment.
Experience with Salesforce, Shopify, or SAP.
Strong written, verbal, and interpersonal communication skills.
Highly detail-oriented with excellent organizational and follow-up abilities.
Proficient in Microsoft Word, Excel, and related customer service software applications.
Must interact effectively with employees and customers at all levels.
Ability to meet assigned deadlines and adjust to shifting priorities.
Must be flexible with working hours, including potential evenings and weekends with little or no notice.
Able to work in a fast-paced environment and manage multiple tasks simultaneously.
Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds.

Nice To Haves

Bilingual or multilingual communication skills are a plus.

Responsibilities

Accurately and promptly inputting and processing customer orders, including proactive review of online platform orders (e.g., Shopify).
Create and process RMAs, debit and credit memo requests, and pre-deduction submissions to Finance.
Respond to incoming telephone calls and emails in a professional manner, ensuring customers receive accurate and updated product information.
Meet or exceed established quality goals and KPI performance metrics.
Manage and resolve customer complaints through the quality management system, coordinating with internal departments to ensure timely resolution.
Enter support tickets, leads, compliments, and complaints into CRM (Salesforce) for proper tracking and quality initiatives.
Assist in resolving issues such as billing adjustments and account discrepancies.
Provide training to team members as needed using established training materials and procedures.
Support general customer service functions as required.

Benefits

Competitive paid time off plans/Holiday pay/extra vacation purchase opportunities
401k plan – with immediate match
Great Benefits – several options including Pet insurance for our animal lovers
Health Savings Account Contribution.
Wellness Discount Program
Global Mental Wellness Program
Quarterly Employee Celebration Days
Peer to Peer Recognition Program
Service Recognition Program
Exceptional Employee Satisfaction Scores
Ample free parking with EV Charging Station
Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
Employee referral program – get paid to work with your trusted network.
Prime location – minutes away from the beach!