Bilingual Customer Solutions Representative

Posted: 27 Jun 2018

Deadline: 25 Aug 2018

Location: Columbia, MD

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 analyze 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

Job Requirements
Language Skills:
This person MUST be fluent in Spanish and English; both written and verbal. Please apply only if you are bilingual.  
HS/GED, College degree preferred and 3-5 years of experience in a Customer Service role in an office environment

Personal Competencies:

Strong interpersonal and written communication skills
Outstanding service orientation
High attention to detail
Professional and personable
Poised under pressure
Strong product knowledge
Consistent in day to day performance
Strong decision-making skills
Self-sufficient and self-motivated
Computer Skills:
Proficient in Microsoft Office and Great Plains applications
Proficient in WMS applications

Long periods (up to 8 hours a day) of sitting and typing are required  

To apply for this position, please send your resume 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 7,700 points of sale, including more than 2,400 concept stores.
Founded in 1982 and headquartered in Copenhagen, Denmark, PANDORA employs around 25,300 people worldwide of whom more than 13,000 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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