SUMMARY: 

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 to achieve customer top benchmarks.
• Receives, reviews, and processes shipping discrepancies submitted by PTI customers (including PTI shipping, carriers, and customers)
• Collaborates with internal resources 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, emails, and Chat 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.
• Build and maintain customer schedule agreements.
• Provides input to Engineering regarding customer requirements.
• Manage complex or escalated customer concerns or inquiries.
• Monitors and complies with customer portal requirements.
• May train new Customer Account Reps
• Performs other similar or related duties as they become necessary or as delegated by the department manager.

MINIMUM QUALIFICATIONS:

• AA/AS degree or equivalent; BA/BS degree preferred
• 5 years of relevant experience
• ERP experience
• Excellent interpersonal, written and oral communication skills

Base Pay Range: $23.00 - $31.50/hour

Compensation Disclosure:

At Phillips and Temro Industries, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is listed above. Your base pay will depend on your skills, education, qualifications, experience, and location. The final salary offer will be based on these criteria and may differ based on the candidate's experience and qualifications and other job-related reasons. If you have any questions about the salary range, the compensation structure, or benefits offered feel free to reach out to [email protected]

Benefits Available to Full-Time Employees:

• Health insurance, dental, and vision (cost-share)
• HSA/FSA
• STD and LTD (company provided)
• Basic Life and AD&D (company provided)
• Voluntary Supplemental Life
• EAP (company provided)
• Voluntary Accident, Critical Illness and Hospital Indemnity
• 401K plan with employer match
• Paid time off (PTO) and holidays
• Volunteer hours
• Annual bonus based on company performance
• Tuition Reimbursement
• Safety shoe and safety glasses reimbursement