Customer Service Associate

Genuine Parts Company • Grand Rapids, DC

5d • Onsite

About The Position

The Customer Service Associate is responsible for a variety of tasks related to customer service, accounting, and order processing. This role involves reviewing and correcting financial data, managing parts inventory, handling customer inquiries and disputes, and ensuring accurate billing and reporting. The position requires strong attention to detail, problem-solving skills, and excellent communication abilities to support both internal and external stakeholders.

Requirements

• High School Diploma or equivalent work experience required.
• 2 years + of general office / clerical experience.
• 1 year of bookkeeping experience.
• Must be able to work in a team environment.
• Must be detail minded.
• Must be able to problem solve.
• Must be able to make decisions.
• Must have excellent phone skills.
• Must have great communication skills.
• Must have complaint handling skills.
• Able to speak clearly and listen attentively.
• Must be self-motivated.
• Must have clear handwriting skills.
• Capable of recognizing and distinguishing letters and numbers (both visually and orally) and remembering their sequence.
• Must demonstrate professional business etiquette.
• Must know Internet Explorer/web navigation.
• Must know PC's / Windows (PDF, XLS, DOC, TXT, JPEG, BMP, GIF, TIF file formats).
• Must know Outlook.
• Must know Microsoft Excel (basic formulas and workbook set up).
• Must know Microsoft Word (including object insertion).
• Must know office equipment (copying, scanning).
• Regularly required to sit use hands to finger, handle, or feel reach with hands and arms and talk or hear.
• Occasionally required to stand, walk and stoop, kneel, crouch, or crawl.
• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

Nice To Haves

• JD Edwards / PeopleSoft (AP/GL/Sales Order Entry/Customer Service Modules) experience is a plus.
• Document management systems experience is a plus.

Responsibilities

• Reviews and corrects coding for bills from HQ.
• Processes for correcting EDI or keys receipt of parts for incoming freight.
• Runs reports and reviews "old" open positions, deleting old lines as necessary so parts can be reordered for DC stock.
• Writes checks at DC and maintains manual check log.
• Performs end of day accounting for stores and the transferring of funds from local bank account to HQ's bank account.
• Handles bad checks from customers of stores (does a journal entry and fills out Global Services payment slip).
• Investigates credit card disputes.
• Answers cash on demand calls by accessing store's AR to get true total of stores purchases.
• Researches results from jobber short paying DC, identifies and passes on to RGN clerk to do further research into each deducted item.
• Distributes month end AR statement to stores (via Storefront, mail, or email).
• Maintains miscellaneous account for transactions where funds are received from outside and then paid for various activities.
• Generates report where info is plugged in by the DC for any store ARs that are past due (equal to or over $1000) and distributes to HQ.
• Reconciles the bank account that all deposits go in to from local depository account to HQ's bank account.
• Processes local non-NAPA supplier's item that will be keyed as a SPOM order.
• Keys class credit (parts coming back to DC) manually for stores as needed.
• Checks nightly billing report to ensure store has placed an order and calls store if order was placed but did not go through.
• Takes incoming sales order or general customer service inquiry phone calls from independent and local NAPA stores.
• Ensures orders are completed that are keyed and purchased as factory special order from suppliers.
• Verifies that parts reported as damaged or is defective is within acceptable time period for return or repair.
• Ensures transfers go between a local and jobber or independent jobber when no account between the stores exists.
• Generates weekly reports such as stockroom received but didn't "scan ship" product and customer potentially received product but did not get billed.
• Sets up new rebate accounts, makes account revisions, and issues rebate credit to local and independent stores.
• Corrects rebate errors daily.
• Processes updated storefront with bulletins, new stores, etc.
• Retrieves and distributes mail from the stockroom in a timely manner.
• Performs filing as needed.
• Resolves orders not transmitted to RADS.
• Processes bid proposals.
• Processes paperwork to fulfill IBS contract requirements.
• Ensures all paperwork and processes followed for items sold outside of US.
• Enters data for stock orders for Non-TAMS stores.
• Charges stores as needed for class pick up and handling.
• Makes claims to carriers for damaged freight.
• Issues credit to store for miscellaneous reasons as needed.
• Ensures nightly billing process is set up and runs.
• Creates manual hard copy of returns for items that do not have a specific AR number to be submitted to the correct supplier for credit issuance.
• Performs any other duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED