bilingual customer solutions representative

Posted: 13 feb 2018

Deadline: 31 mar 2018

Location: Columbia, Maryland

Under general supervision, the Customer Solutions Representative will maintain and build superb customer satisfaction and resolve more complex service problems. In this position, the customer service representative will be empowered to make decisions that satisfy the customer while still holding PANDORA’s values in high regard.

Essential Functions:     
- Enter orders in Microsoft Dynamics Great Plains or B2B portal (Cloud) that are faxed, emailed or phoned within 24-48 hours
- Promptly respond to emails within 8-business hours
- Promptly resolve customer complaints, i.e. determine cause of problem, expedite correction or adjustment, and coordinate with accounting and/or shipping, and follow up to ensure resolution and satisfaction
- Identify and leverage the appropriate resources for resolving issues by utilizing thorough knowledge of the organization
- Record details of inquiries, comments and complaints as well as details of actions taken
- Handle daily customer service responsibilities including but not limited to: Handling all invoice claims, sending copies of invoices, providing Cloud support, issuing RA numbers, maintaining customer account information, and responding to inquiries regarding order status, packaging allowance, assortment guidelines, etc
- Produce and accept personal accountability for consistently high quality of work
- Make decisions that achieve the right balance between customer satisfaction and upholding the company’s principles and policies
- Nurture and improve customer relationships by thoughtfully evaluating and self-reliantly making fair decisions
- Assist Customer Service Supervisors with more challenging customer complaints
- Gather and analyse data in a resourceful and self-sufficient manner when solving customer difficulties and issues
- Prioritize and manage the work day effectively and efficiently in order to be available to handle customer concerns as well as take care of day to day customer service responsibilities
- Assist with general EDI and KWI inquiries by being resourceful and innovative 

Educational Background: HS/GED (College degree preferred)

Experience: 3-5 yrs. (Equivalent combination of experience and education accepted)

Personal Competencies:
- Strong interpersonal and written communication skills
- Outstanding service orientation
- High attention to detail
- Professional and personable
- Flexible
- Poised under pressure
- Strong product knowledge
- Consistent in day to day performance
- Strong decision-making skills
- Resourceful 
- Self-sufficient and self-motivated

Computer Skills:
- Proficient in Microsoft Office and Great Plains applications
- Proficient in WMS applications

Required Language Skills: English, Spanish, French (a plus)

Hours: Monday-Friday, 10:30am - 7:00pm

If you are interested in applying for this position, please send resumes to

PANDORA designs, manufactures and markets hand-finished and contemporary jewellery made from high-quality materials at affordable prices. PANDORA jewellery is sold in more than 100 countries on six continents through around 7,800 points of sale, including more than 2,400 concept stores.
Founded in 1982 and headquartered in Copenhagen, Denmark, PANDORA employs around 27,350 people worldwide of whom more than 13,200 are located in Thailand, where the Company manufactures its jewellery. PANDORA is publicly listed on the Nasdaq Copenhagen stock exchange in Denmark. In 2017, PANDORA’s total revenue was DKK 22.8 billion (approximately EUR 3.1 billion).
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