Customer Service Representative

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Welcome to PFU America, Inc. (PAI), a Ricoh company. We are an established leader in the Document Imaging industry, delivering innovative scanning solutions and services that enable our customers to solve critical business productivity and streamline operations.

We are also the proud creators of Happy Hacking Keyboard (HHKB), which strives to be the best performing, highest quality and most satisfying line of keyboards on the planet. Born from the vision of a perfect computer keyboard, HHKB has become the go-to digital companion for programmers, gamers, hackers and high-performance keyboard enthusiasts over the past 25 years.

While our headquarters is based in the heart of Silicon Valley in Santa Clara, CA, our teams do great work from just about anywhere. We offer excellent benefits and an inclusive culture that rewards hard work and teamwork, encourages intellectual growth and celebrates diversity.

Learn more about PAI and our products here:

We are seeking a Customer Support Representative who will provide excellent customer service and support to all internal and external customers, along with accurate planning and order data entry in our Service Operations department. This position reports to the manager of Customer Support and Logistics and is based in Santa Clara.

2 month temporary

Santa Clara, CA

$20/hr

• Perform accurate and timely creation, modification and cancellation of all Oracle order types based on customer PO’s submitted through EDI, E-mail or FAX for product, parts or service, along with Return Material Authorization orders, credit memos, scrap orders, inter-org transfers, Customer Care and parts orders in accordance with the requested date, shipping instructions and all applicable requirements.
• Maintain excellent customer / co-worker / third-party satisfaction by responding timely and accurately to all requests received via E-mail and phone
• Notify all customers of order / contract status, shipping information, delays, estimated time of arrival, etc. and elevate as needed to management and the appropriate staff to ensure maximum customer satisfaction
• Dispatch and track to closure all escalated Service Calls
• Work with Planning, Logistics, Dispatch and Contracts to resolve discrepancies
• Process orders to facilitate Advance Exchange, Depot Warranty and Time & Material services that meet or exceed service level agreements
• Process Scrap orders and Work Orders for SVC and CVA locations
• Review all sub-inventories to ensure accurate inventory levels are in place
• Provide support on special projects as needed

• Experience:
  
  Minimum two (2) years’ customer service experience or working experience within the serviced industry preferred.
• Education:
  
  Bachelor’s degree in Business Administration, Marketing/Advertising or related field.
• Knowledge:
  Strong working knowledge of MS Word, Excel and PowerPoint;
  Oracle knowledge desired.
• Skills:
  
  Excellent writing skills, proficiency in typing/keyboard familiarity.
• Abilities:
  Ability to manage multiple tasks and meet critical deadlines in a fast‑paced environment; team oriented with ability to work alongside peers in an effort to accomplish department goals; dependable and reliable to provide support in other areas as requested or as the business need arises.