Customer Service Representative II

National Performance Warehouse•Hillsboro, OR

8d•Onsite

About The Position

NPW is a leading provider in the automotive industry, known for delivering exceptional customer experiences and innovative solutions. We are seeking a dynamic and experienced Customer Service Representative to join our growing team. This role involves assisting with various duties, including managing customer inquiries via web, email, and phone, processing orders and returns, resolving issues to ensure customer satisfaction, and supporting sales by nurturing existing customer relationships and identifying new prospects. NPW, founded in 1969, is a major independent automotive aftermarket parts distributor with over 500 employees across 50 company-owned locations in 14 states, comprising both stores and warehouses. The company has a history of significant growth through numerous acquisitions and organic expansion.

Requirements

Previous customer service experience required
Strong knowledge of automotive parts and repair processes
Proficient in a Windows-based software environment
Professional and courteous phone etiquette
Excellent written and verbal communication skills
Strong ability to resolve issues and handle customer concerns effectively
Ability to multitask and work in a fast-paced environment
Strong interpersonal skills, including empathy, active listening, and teamwork
Ability to provide accurate and efficient customer support while meeting productivity expectations

Nice To Haves

Automotive industry experience preferred
Experience using automotive catalog systems preferred

Responsibilities

Answer inbound customer service and sales calls professionally and efficiently.
Make outbound calls to support customer relationships, sales growth, and issue resolution.
Respond to customer inquiries through web, email, and telephone communication.
Respond to emails from truck and traditional customers in a timely and professional manner.
Provide ongoing phone support to truck and traditional customers throughout the shift.
Identify and locate correct automotive parts using catalog systems and automotive knowledge.
Process customer orders, quotes, returns, and inquiries accurately and efficiently.
Provide professional customer service and strive for one-call resolution whenever possible.
Establish and grow relationships with existing customers through excellent service and increased sales opportunities.
Demonstrate strong customer service skills and maintain positive interactions with customers.
Communicate effectively and collaborate with other departments and locations to meet customer needs.
Report issues or concerns to management and work effectively as part of a team.
Maintain productivity standards as outlined by management.
Handle company equipment responsibly and appropriately.
Keep the work area clean, organized, and professional.
Follow all company safety policies and procedures.
Perform additional duties as assigned by management.