CUSTOMER SERVICE REPRESENTATIVE (E-COMMERCE)

Join a Legacy of Innovation!

Imagine being part of a company with over two centuries of groundbreaking history. At our core, we thrive on innovation, constantly pushing the boundaries of what's possible. As a global leader in manufacturing abrasives, brushes, and power tools for the metalworking industry, we don't just make products—we shape the future.

Your Role in Our Success

At PFERD as a Customer Service Representative (E-Commerce) you will serve as the primary point of contact for PFERD’s e-commerce and portal customers, while supporting customer service needs for an assigned territory. This role is responsible for ensuring a seamless online customer experience by processing and managing orders, resolving customer inquiries and coordinating closely with internal teams, including Marketing, Sales, Planning and Distribution. The position requires strong customer focus, technical aptitude and sound judgement to drive efficiency, accuracy and customer satisfaction, across all e-commerce platforms.

Essential Duties and Responsibilities:

• Collaborates with all teams to improve our online customer experience across all e-commerce platforms.
• Reviews EDI orders for Amazon and Fleet Farm and releases them as needed.
• Creates website accounts (PFERD shop) for customers and provides any needed support to customers on account use.
• Reports website pain points to the e-commerce team as issues affecting customers are discovered.
• Drives revenue by developing working relationships with customers.
• Processes orders in SAP for customers when EDI nor Nexmart is not utilized (Central Region).
• Receives, prioritizes and responds to customer inquiries via phone and email. Inquiries may include inventory checks, purchase order status checks, list price inquiries, product questions and special pricing agreements/quotes and information pertaining to periodic promotions.
• Collaborates with purchasing, planning and distribution to ensure orders are filled and shipped in a timely manner.
• Follows established service quality standards.
• Exercises good judgment in problem solving with internal and external customers.
• Works closely with other departments to ensure customer issues are resolved promptly.
• Has an understanding of basic principles of the proper use, application, and troubleshooting of abrasives and industrial brushes, in order to present PFERD’s products in a professional manner.
• Other duties or special projects as assigned.

Qualifications:

• High school diploma or GED required. A bachelor’s degree is preferred.
• 5 years of customer service experience in an industrial setting.
• An overall comprehension of the MS Office suite.
• General tech-savviness (the ability to learn new technologies quickly and the ability to explain it to others).
• ERP experience (SAP is a plus)
• Proven ability to succeed in a collaborative environment.
• Strong aptitude to work within deadlines, both independently and as part of a team.
• Motivated, enthusiastic and possesses a positive attitude.
• Excellent written and oral communication skills.
• Demonstrates judgment, tact and diplomacy in dealing with customers.
• Ability to work on assignments that are complex in nature where judgment is required in resolving problems and making recommendations.
• Organizational skills to ensure good customer service.
• 2 years’ experience as an e-commerce customer service representative. Amazon a plus.
• Familiarity with e-commerce websites.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to see, talk and/or hear.  This is largely a sedentary role. This position requires the ability to occasionally lift office products and supplies, up to 10 pounds.