Counter Parts Professional

Factory Motor Parts of Calif.inc•Stevensville, MD

27d

About The Position

Our Counter Parts Professional communicates with customers on parts look up, generates interest in our products, and enters and finalizes customer orders. Most importantly, our Parts Professional helps support the sales team by providing high quality leads.

Requirements

Ability to work as a team member, as well as independently.
Ability to successfully multi-task.
Proven time management skills.
Excellent customer service and support skills.
Ability to work well under pressure while maintaining a professional demeanor.
Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
Excellent organizational, interpersonal, written, and verbal communication skills.
Ability to interact with various levels of management.
Proficiency with various software applications programs including email messaging, Microsoft Word and Excel.
Ability to create and maintain relationships with customers.
Associates Degree in a related field AND
Three years experience working in a call center environment
OR
An equivalent combination of education and experience.

Nice To Haves

ASE (Automotive Service Excellence )certified
Automotive parts knowledge

Responsibilities

Effectively manage incoming calls and emails for a variety of different parts.
Assisting walk in retail customers at the counter.
Work effectively with team members to provide exceptional support for customers as well as internal customers.
Work within set key performance measurements as defined by the Company.
Responds to customer phone inquiries in a prompt, courteous and concise manner.
Responsible for processing phone or fax orders accurately and timely.
Educate, suggest and/or sell products and add on parts to the customer.
Understand and communicate route and demand delivery times to the customers.
Resolves customer questions, complaints and requests.
Effectively communicate with the warehouse and office staff when needed.
Perform all required customer follow-ups in a timely manner each day.
Promote new or additional programs, and sell specials as designed for the Sales department when requested.
Responsible for providing product comparison and pricing rates when requested.
Meet individual performance standards.
Provide exceptional levels of service to every customer via phone and email.
Research orders and accurately update information in computer systems.
Accurately track customer issues and resolution while proactively identifying trends.
Troubleshoot lost tickets shipping issues and delivery problems.
Effectively use the computer or catalog for parts look up and specification information.
Document all customer issues in clear and concise logs.
Responsible for making outbound calls to customer during blitzs or slow sales periods.
Performs other duties as assigned.