Customer Service Representative (E-Commerce)

PFERD North America; Brown Deer (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

PFERD North America is seeking a seasoned Customer Service Representative (E-Commerce) to act as the main liaison for online customers and assigned territories. You will manage orders, resolve inquiries, and collaborate with Marketing, Sales, Planning, and Distribution to ensure a seamless online experience.

The role requires strong customer focus, technical aptitude, and excellent communication. Prior ERP/SAP experience is valued, with opportunities to drive revenue through strong customer

Qualifications

• High school diploma or GED required; a bachelor's degree is preferred.
• 5+ years of customer service experience in an industrial setting.
• Proficient in MS Office; strong technical aptitude and ability to learn new tools quickly.
• ERP experience, SAP is a plus.
• Excellent written and verbal communication skills; ability to work in a collaborative environment.

Responsibilities

• Serve as the primary contact for e-commerce and portal customers and manage orders.
• Resolve customer inquiries via phone and email; coordinate with internal teams (Marketing, Sales, Planning, Distribution).
• Process orders in SAP for customers when EDI or Nexmart is not used.
• Review EDI orders for Amazon and Fleet Farm and release as needed.
• Collaborate with purchasing, planning and distribution to ensure timely order fulfillment.
• Provide account setup support and help customers navigate the PFERD shop.

Skills

Customer service

MS Office

ERP experience

Tech savviness

Communication skills

Team collaboration

Deadline oriented

Education

High school diploma or GED

Bachelor's degree preferred

Tools

SAP

MS Office

Job description

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.
• 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.