CUSTOMER SERVICE REP II

Aurora Parts•Grand Prairie, TX

About The Position

This is a mid-level customer service position in a fast-paced customer experience department with a high volume of phone calls, problem solving, and order entry. The role maintains customer relationships by addressing questions and concerns promptly and professionally, and supports assigned customers from order placement through shipment and completion. The position also represents the customer perspective within the company and works to manage customer accounts and demand in a way that benefits both the customer and the company. The role requires handling customer inquiries and orders, researching parts and product information, providing quotes and shipment details, and promoting products while gathering information and feedback. Work is normally performed in a typical interior office environment. Bending and light lifting are required; infrequent air or land travel may be required, and exposure to risk is generally limited.

Requirements

High school diploma or equivalent.
At least 2 years of relevant 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.
Ability to bend and perform light lifting.
Infrequent air or land travel may be required.

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 an order is placed until it is shipped and completed, representing the customer perspective throughout the company.
Manage customer accounts and demand in a way that creates a win-win situation for the customer and the company.
Solve customer problems involving part number searches, part quoting, pricing, and availability.
Quote parts and freight.
Track customer shipments, including estimated arrival times, carrier tracking numbers, and shipping charges.
Receive and process incoming orders by phone, fax, and electronic formats as needed, meeting deadlines.
Research bills of materials and blueprints using microfiche, hard copies, 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.