Customer Account Services Rep.

Long Description

Principal Accountabilities

In addition to the following Epson's policies and procedures, principal accountabilities include, but are not limited to:

Order Management

• Manage full order life cycle from receipt to delivery using SAP or equivalent systems.
• Resolve order-related issues by coordinating with Credit, Sales Operations, and Warehouse teams.
• Monitor daily order activity and clear exceptions using reporting tools.
• Ensure documentation accuracy and compliance with internal standards.

Customer Support

• Act as primary contact for customer inquiries across multiple channels (email, phone, chat).
• Respond to internal and external requests within defined service timelines.
• Resolve issues independently, including pricing discrepancies, shipment delays, and product availability.
• Keep internal stakeholders informed of order or shipment status.

Account Maintenance

• Maintain and update customer profiles in SAP.
• Process credits, debits, and RMAs within service timelines.
• Provide backup support across channels, customer types, and distribution models.
• Apply customer-specific pricing programs and policies accurately.