About the Company
PFISTERER North America is the US subsidiary of a 100-year-old, family-owned company based in Germany and a global leader in electrical connection technology and high-voltage insulation. As the company expands its product lines across North America, it is growing its team to support continued business development. PFISTERER offers a supportive work culture, competitive compensation, and employee benefits.
About the Role
PFISTERER North America is seeking a Customer Service Representative (CSR) to coordinate customer inquiries, order intake, order processing, and delivery for assigned product lines across North America. This role works closely with customers, Sales, Operations, Planning, Scheduling, and Logistics to ensure orders are accurately entered into SAP and processed according to published lead times.
The CSR manages customer orders throughout their lifecycle, from the initial inquiry and purchase order receipt through shipment and delivery. The position also requires clear and timely communication with customers and internal teams regarding order status, changes, and delivery expectations.
Key Responsibilities
- Receive and respond to customer inquiries for assigned product lines, coordinating with Sales and internal teams as needed.
- Review customer purchase orders and requirements for completeness and accuracy before order entry and acceptance.
- Enter customer orders accurately into SAP and maintain order information throughout the order lifecycle.
- Coordinate with Planning, Scheduling, Logistics, and Operations to support timely order processing and delivery.
- Provide customers and Sales with order acknowledgements, status updates, expected shipment dates, and delivery information.
- Monitor open orders from receipt through delivery and proactively address issues that could affect customer commitments.
- Communicate order changes, delays, availability concerns, and other related issues promptly and professionally.
- Research and resolve order discrepancies, delivery issues, and customer questions by working with the appropriate internal departments.
- Assist Sales with customer requests, quotations, product availability questions, and commercial follow-up for assigned product lines.
- Maintain accurate and complete customer and order information in applicable business systems, including SAP and Salesforce where applicable.
- Support backlog reviews, open-order follow-up, and other inside sales and customer service activities as needed.
- Perform other related duties as assigned.
Required Qualifications and Experience
- Experience using SAP for customer order entry, order maintenance, or a related order management function.
- Ability to independently manage multiple customer requests and orders from receipt through delivery.
- Strong organizational skills, attention to detail, accountability, and follow-through.
- Ability to work independently in a remote environment while remaining engaged and responsive to customers and internal teams.
- Strong work ethic and a proactive, solution-oriented approach to daily responsibilities.
- Excellent written and verbal communication skills, including the ability to explain delays, changes, and issues clearly and professionally.
- Ability to take ownership of problems, coordinate with appropriate teams, and follow issues through resolution.
- Strong time-management and prioritization skills, with a sense of urgency when handling time-sensitive customer or order issues.
- Good judgment when deciding whether to resolve an issue independently or escalate it.
- Bachelor's degree in business, supply chain, marketing, or a related field, or equivalent relevant experience.
- Working proficiency in Microsoft Excel and other Microsoft Office applications.
- Ability to travel occasionally for training, meetings, or other business needs.
Preferred Qualifications
- Experience with Salesforce.
Compensation and Benefits
- Annual salary range: $60,000–$75,000, depending on experience.
- 401(k)
- 401(k) matching
- Health insurance
- Health savings account
- Dental insurance
Position Details
- Location: Remote
- Employment Type: Full-time
- Schedule: Monday–Friday
- Exempt Status: Exempt
- Reports To: Inside Sales Manager
- Occasional travel is required for training, meetings, or other business needs.
Equal Employment Opportunity
PNA, Inc. is an Equal Employment Opportunity Employer committed to complying with all federal, state, and local laws prohibiting workplace discrimination, unlawful harassment, and retaliation. The company does not discriminate against applicants based on race, color, age, national origin, religion, physical or mental disability, or any other status protected under applicable federal, state, and local laws.