Strategic Customer Service & Accounts Manager

Phillips and Temro Industries (PTI); Eden Prairie (MN); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental and vision

HSA/FSA

STD/LTD

Life and AD&D

401K with employer match

Paid time off

Job summary

Phillips and Temro Industries (PTI) is seeking a Customer Service Manager to lead the Customer Service team, ensuring strong relationships and meeting organizational objectives. This role reports to the Director of Marketing and Customer Care.

The position requires directing daily operations, evaluating staff, maintaining OEM portals, overseeing EDI processes, coordinating with Shipping and Supply Chain, and establishing global service standards.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5–7 years of Customer Service experience.
• Experience with ERP systems; SAP required.
• Proficiency with Microsoft Office products.
• In-depth knowledge of customer service principles and practices.

Responsibilities

• Manages daily Customer Service operations by planning, prioritizing, and delegating work.
• Evaluates staff performance and identifies and addresses training and coaching needs within the team.
• Supervises the achievement and maintenance of agreed customer service levels and standards; identifies and implements strategies to improve service quality and productivity.
• Manages customer issues and ensures effective, long-term resolution.
• Ensures all work instructions for OEM customers are documented and maintained, including the master list of portals and logins.
• Maintains master OEM customer ship schedules and portals and ensures customer requirements are accurately communicated.
• Oversee the customer interface of EDI processes, working with internal teams to justify ROI and IT to implement.
• Works closely with Shipping to ensure products are shipped on time and complete.
• Analyzes customer scorecards and follows up to meet on-time shipment requirements.
• Investigates shipping debits and provides documentation and details to Accounts Receivable.
• Coordinates with Operations, Supply Chain, Engineering, and other departments to ensure customers receive accurate and timely information on order status and changes.
• Develops, maintains, and implements Customer Service work instructions in DMS; defines global Customer Service standards and metrics; and modifies them as needed to accommodate requirements by location.
• Coordinates and manages customer service projects and initiatives.
• May manage customer account(s) as necessary and provide backup to the teams’ accounts as needed.

Skills

Interpersonal communication

Written communication

Customer service leadership

Problem-solving

Education

Bachelor's degree or equivalent experience

Tools

SAP

Microsoft Office

Job description

Phillips and Temro Industries (PTI) is seeking a Customer Service Manager to lead the Customer Service team, ensuring strong relationships and meeting organizational objectives. This role reports to the Director of Marketing and Customer Care.

The position requires directing daily operations, evaluating staff, maintaining OEM portals, overseeing EDI processes, coordinating with Shipping and Supply Chain, and establishing global service standards.