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 ...