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Customer Account Representative

SUMMARY:

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • 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.

QUALIFICATIONS:

  • 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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