Customer Account Representative


Under the direction of the Customer Account Manager or designate, Customer Account Reps are responsible for providing effective customer service for all internal and external customers by providing excellent, in-depth knowledge of company products, programs and processes as well as communicating effectively with co-workers within and outside of the customer care department.


  • Receives, enters and verifies orders from customers utilizing PTI s CRM/mainframe systems and customer purchase orders.

  • Releases OEM orders according to schedule, checking for availability

  • Review, report and respond to customer scorecards

  • Receives, reviews and processes shipping discrepancies submitted by PTI customers (inclusive of PTI shipping, carriers and customers)

  • Collaborates with internal resources as needed to expedite and accommodate parts for customer orders. Assists in expediting customer shipments in critical situations.

  • Provides order acknowledgement to customers as required.

  • Responds to inbound customer calls and emails within the required performance targets of the department.

  • Professionally and accurately responds to customer inquiries regarding product availability, product pricing and product use.

  • Assists customers with basic specification inquiries associated with PTI products

  • Provides back-up support to other customer service team members in the performance of job duties as assigned.

  • Maintains up-to-date customer-specific work instructions.

  • Performs other similar or related duties as they become necessary or as delegated by department manager.


  • A. S. degree or equivalent; B. S. preferred
  • 2+ years of relevant experience
  • Strong computer skills (Excel, Word, Outlook)
  • ERP experience preferred
  • Excellent interpersonal, written and oral communication skills
  • Ability to effectively manage multiple priorities and adapt to change in fast paced environment
  • Ability to resolve customer issues
  • Ability to problem solve and determine root cause

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