Customer Solutions Representative

Posted: 14 Aug 2019

Deadline: 13 Sep 2019

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 AX or B2B portal (Cloud) that are emailed or phoned within 24 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 Manager 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 Consumer Affairs emails and calls when volume permits
- Other duties as assigned

Educational Background: HS/GED, BA/BS 

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 applications, Proficient in WMS applications

If you are interested in this role, 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 more than 7,500 points of sale, including more than 2,700 concept stores.

Founded in 1982 and headquartered in Copenhagen, Denmark, Pandora employs more than 26,000 people worldwide of whom more than 11,500 are located in Thailand, where the Company manufactures its jewellery. Pandora is publicly listed on the Nasdaq Copenhagen stock exchange in Denmark. In 2018, Pandora’s total revenue was DKK 22.8 billion (approximately EUR 3.1 billion).
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