Customer Service Representative
Phillips & Temro Industries - Eden Prairie, MN

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Under the direction of Customer Service Manager or designate; ensures all functions of the Customer Service department are executed in an accurate and efficient manner. Provides Technical product support and customer service support by maintaining a positive relationship with both OEM and Aftermarket customers. Acts as a Liaison between Engineering, Sales and the customer. Corroborate with Buyer/Planner and Shipping personnel to ensure timely shipments to Customer. Conducts business in accordance with company practices & policies in order to promote Phillips & Temro Industries public image

RESPONSIBIITIES AND DUTIES:

Order Entry
  • Create schedule agreements and manual orders as required.
  • Mail, fax and telephone order entry for non-assigned customers.
  • Follow-up on shipping discrepancies with PTI Shipping dept and carriers.
Order Expediting
  • Monitor orders and work with production, OE planners and shipping to ensure timely order fulfillment.
  • Conduct customer call-backs on stock inquiries and shipment information.
EDI Support
  • Manage OEM customer orders through EDI workflow, utilizing a cross functional team to include Engineering, Sales, Planners and Schedulers.
  • Release EDI and Transnet orders for assigned customers.
  • Work with assigned Customers and PTI IT dept to correct EDI issues and errors.
Provide technical support
  • Answer product questions and provide recommendations.
  • Provide input to Engineering, regarding customer requirements.
  • Liaison to engineering & sales with product introductions and changes.
  • Handle bar-coding, labeling and packaging issues.
General Administration
  • Administer NAFTA documentation per customer requests.
  • Maintain 100% on time delivery.
  • Monitor customer scorecards for accuracy and dispute discrepancies as required.
  • Issue ASN and Customs Documentation to appropriate areas following shipment.
Account analysis duties include
    • Analyze account information to provide input to sales forecast.
    • Monitor EDI schedule v/s forecast to identify variances by account.
    • Contact OE planner regarding future changes.
    • Act as the EDI contact for assigned customers.
Provide support to Customer Service
  • Assist in expediting customer shipments in critical situations.
  • Provide the “next level” of contact for customers.
  • Issue Return Goods Authorizations ( RGA ’s) when appropriate (excluding warranties).
Customer travel
  • Attend mandatory training seminars per customer request.
Other:
    • Receptionist Relief (breaks and lunch) on a rotational basis.
    • Performs other similar or related duties as they become necessary or as delegated by department manager.
COMPETENCIES
  • Microsoft Office Suite
  • SAP
  • Internet – ability to utilize and update customer websites
Technical
  • Product knowledge
  • Organizational skills
Problem Solving
  • Brainstorming
  • Cause and Effect
  • Sense of Urgency
Customer Requirements
  • Voice of Customer
  • Professional Phone skills
  • Understanding Customer parts catalog

REQUIRED:

Education: High School Graduate

Experience: 3+ years experience in sales or customer service.

Strong computer skills.

About this company
4 reviews
The history of Phillips & Temro dates back to 1920, when James B. Carter opened his manufacturing business in Winnipeg, Canada. Over the...