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:

1. Receives, enters and verifies orders from customers utilizing PTI's CRM/mainframe systems and customer purchase orders.
2. Releases OEM orders according to schedule, checking for availability
3. Review, report and respond to customer scorecards
4. Receives, reviews and processes shipping discrepancies submitted by PTI customers (inclusive of PTI shipping, carriers and customers)
5. Collaborates with internal resources as needed to expedite and accommodate parts for customer orders. Assists in expediting customer shipments in critical situations.
6. Provides order acknowledgement to customers as required.
7. Responds to inbound customer calls and emails within the required performance targets of the department.
8. Professionally and accurately responds to customer inquiries regarding product availability, product pricing and product use.
9. Assists customers with basic specification inquiries associated with PTI products

QUALIFICATIONS:

• AA degree or equivalent; BS/BA degree preferred
• 2+ years of relevant experience
• 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 & determine root cause

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)