Customer Service Representative II

Genuine Parts Company•Bowling Green, KY

About The Position

Under general supervision, the Customer Service Representative II ensures customer expectations are accurately determined and fully met. The role may provide guidance to less experienced Customer Service Representatives or support specific customers. It handles customer inquiries, quotes, order entry, pricing negotiations, product sourcing, order fulfillment, and customer returns. The position may also assist less experienced representatives in locating items and resolving customer problems. No supervisory responsibility is assigned.

Requirements

Typically requires a high school diploma or GED and three to five years of related experience, or an equivalent combination.
Reliability, organization, and attention to detail.
Excellent written, verbal, and listening communication skills.
Ability to multitask and strong time-management skills.
Strong computer skills.
Strong negotiation skills.
Basic product knowledge.

Nice To Haves

Excellent driving record preferred.

Responsibilities

Respond to customer inquiries regarding products, provide quotes, and enter orders, including handling more challenging inquiries as experience and training permit.
Place customer orders by telephone, fax, email, electronic methods, or walk-in counter sales.
Negotiate sale and purchase prices within established parameters, balancing customer demands and company gross profit.
Adjust non-contract customer pricing based on competition while maximizing profit.
Build customer relationships to encourage repeat business and identify process improvements.
Order items to maintain appropriate inventory levels for customers; may place orders without approval up to $5,000 per line and $10,000 per purchase order.
Expedite backorders.
May pull inventory and prepare orders for shipment to customers.
Source products from branch inventory, distribution center inventory, or suppliers.
Determine the most cost-effective shipping method for customer orders.
May handle customer returns and support specific customers.
Assist less experienced Customer Service Representatives with customer needs, including locating items and resolving problems.
Perform other duties as assigned.