Customer Service Rep

Who We Are

PAC is a global leader in advanced analytical instruments for laboratories and process environments in the hydrocarbon processing industry. Our cutting-edge technology helps customers maintain regulatory compliance and boost productivity. Join a team that thrives on innovation, precision, and customer satisfaction.

 

About the Role

The Customer Service Representative is the primary point of contact for our customers and plays a critical role in delivering an exceptional end‑to‑end experience. This position takes full ownership of customer issues—from initial inquiry through final resolution—regardless of where the issue originates. The ideal candidate is proactive, solutions‑oriented, technically savvy, and comfortable working cross‑functionally in a fast‑paced environment.

This is a remote position. However, the successful candidate must reside in the Greater Houston, TX area.

If you thrive on problem‑solving, enjoy building strong customer relationships, and excel at managing details with accuracy and urgency, we’d love to meet you.

Key Responsibilities

• Serve as the main point of contact for all customer inquiries, ensuring a professional and positive experience.
• Own customer issues from start to resolution, including those involving shipping, service, or internal process discrepancies.
• Respond to incoming calls and communications promptly and accurately.
• Provide real‑time updates on stock availability, order status, and tracking.
• Recommend alternative products or solutions for out‑of‑stock or long‑lead‑time items.
• Prepare accurate and timely customer quotations.
• Perform contract review by validating purchase orders against customer requirements, quotes, product specifications, and company terms.
• Enter customer orders into the ERP system and issue order confirmations.
• Expedite orders and proactively communicate delivery updates.
• Collaborate with shipping, service, sales, and operations to ensure seamless order fulfillment.
• Process RMAs and credit memos.
• Investigate and resolve customer complaints with a solutions‑focused approach.
• Provide technical product assistance to customers and internal teams.
• Support the Customer Service Manager with daily workflow coordination.
• Serve as a backup to other customer service and cross‑functional roles during absences or high‑volume periods.
• Meet assigned KPIs and contribute to continuous improvement initiatives.
• Maintain an organized, safe, and efficient work environment.
• Provide regular status updates and reports to management.
• Adapt to changing priorities and perform additional duties as needed.

Core Competencies

• Action Oriented: Tackles challenges with urgency and enthusiasm.
• Resilient: Maintains composure and effectiveness during setbacks.
• Collaborative: Builds strong partnerships across teams.
• Effective Communicator: Tailors communication to diverse audiences.
• Customer Focused: Delivers customer‑centric solutions and builds strong relationships.
• Results Driven: Achieves goals consistently, even under pressure.
• Trustworthy: Demonstrates integrity, honesty, and authenticity.
• Interpersonally Savvy: Works comfortably with diverse groups.
• Process‑Focused: Identifies and applies efficient work processes.
• Self‑Developing: Actively seeks opportunities for growth and learning.

Qualifications & Experience

• 5+ years of customer service experience in a manufacturing or industrial environment.
• Experience working with technical products, order processing, and cross‑functional teams.
• Strong computer skills and proficiency with ERP systems.
• Intermediate to advanced MS Office skills (Excel, Word, Outlook, PowerPoint).
• Proven ability to take ownership of issues and follow them through to completion.
• Excellent communication and interpersonal skills.
• Strong organizational skills with high attention to detail.
• Ability to manage multiple priorities in a fast‑paced environment.

Physical Requirements

• Regularly required to sit, use hands/fingers, talk, and hear.
• Occasionally required to stand, walk, and reach with hands and arms.
• Must be able to lift up to 10 lbs regularly and up to 25 lbs occasionally.
• Requires close, distance, and color vision, as well as the ability to adjust focus.
• Reasonable accommodations may be made for i