Customer Service Rep II

Aurora Parts • Lebanon, IN

5d

About The Position

This is a mid-level customer service position in a fast-paced customer experience department that handles a high volume of phone calls, problem solving, and order entry. The role maintains customer relationships by responding to questions and concerns promptly and professionally, and manages assigned customers from order placement through shipment and completion. The position also represents the customer perspective throughout the company and promotes products while gathering information and feedback for promotional assignments and inside sales tasks.

Requirements

• High school diploma or equivalent.
• At least 2 years of related experience.
• Product knowledge.
• Excellent written and verbal communication skills.
• Excellent phone skills.
• PC, Microsoft Word, Excel, and basic computer knowledge.
• Attention to detail and task completion skills.

Nice To Haves

• Specific knowledge of internal operating systems is beneficial.

Responsibilities

• Answer a high volume of phone calls in a timely, professional, and courteous manner.
• Process customer inquiries, serial number lookups, and status requests accurately and promptly.
• Manage assigned customers from the time of order until the order is shipped and completed.
• Represent the customer perspective throughout the company.
• Manage customer accounts and demand in a way that creates a win-win situation for the customer and company.
• Solve customer problems, including part number searches, part quoting, pricing, and availability.
• Quote parts and freight.
• Track customer shipments, including expected arrival times, carrier tracking numbers, and shipping charges.
• Receive and process incoming orders by phone, fax, and electronic format as needed, meeting deadlines.
• Research bills of materials and blueprints using microfiche, hard copy, or the internet.
• Research acceptable replacement parts for obsolete or non-stock items.
• Promote products and gather information and feedback for promotional assignments and inside sales tasks.
• Perform other duties as assigned.

What This Job Offers

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