Customer Service Representative

Job Number: CSR-010413
Department: Customer Service
Location: Eden Prairie, MN
Job Type: All
Close Date: 04/04/2013
Professional Areas: Administration
Salary Range: DOE

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



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.


    • 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.



  • Microsoft Office Suite
  • SAP
  • Internet – ability to utilize and update customer websites


  • 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


Education:        High School Graduate


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

                                    Strong computer skills.

Phillips and Temro is an Equal Opportunity Employer. We do not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

DISCLAIMER: The information on this description has been designed to indicate the general nature and level of work performed by an employee with this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of an employee to this job.
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