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, product sourcing, inventory and shipping coordination, pricing negotiations, and customer returns. The position typically requires a high school diploma or GED and three to five years of related experience, or an equivalent combination.

Requirements

Typically, 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 manage time effectively.
Strong computer skills.
Strong negotiation skills.
Basic product knowledge.

Nice To Haves

Excellent driving record preferred.

Responsibilities

Respond to customer inquiries about products, provide quotes, and enter orders, including more challenging inquiries as experience and training allow.
Place customer orders by telephone, fax, email, electronic methods, or walk-in counter sales.
Influence gross profit by negotiating sale and purchase prices within established parameters.
Adjust non-contract customer pricing, when appropriate, to meet customer demands and competition while maximizing profit.
Build customer relationships to encourage repeat business and drive process improvements.
Order items to maintain appropriate inventory levels for customers.
Place orders without approval when they are within the stated limits of $5,000 per line and $10,000 per purchase order.
Expedite backorders and, when needed, pull inventory and prepare orders for customer shipment.
Source products from branch inventory, distribution center inventory, or supplier inventory.
Determine the most cost-effective shipping method for customer orders.
Handle customer returns, as applicable.
Support specific customers, as applicable.
Assist less experienced Customer Service Representatives with customer needs, including locating items and resolving problems.
Perform other duties as assigned.