Customer Service Representative II

Genuine Parts Company•Chicago, IL

4d•$23 - $29

About The Position

Under general supervision, the Customer Service Representative II ensures customer expectations are accurately determined and fully met. The role may involve supporting specific customers and providing guidance to less experienced Customer Service Representatives. The position responds to customer inquiries about products, provides quotes, and enters orders, including handling more challenging inquiries based on experience and training. It supports customer relationships and repeat business, contributes to gross profit through pricing negotiations, and helps maintain appropriate inventory levels. The role also sources products, expedites backorders, determines cost-effective shipping methods, and may handle returns or prepare inventory for shipment.

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 manage time effectively.
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 more challenging inquiries.
Place customer orders by telephone, fax, email, electronic methods, or walk-in counter sales.
Negotiate sale and purchase prices within established parameters to influence gross profit.
Adjust non-contract customer pricing, when appropriate, to respond to 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 within the stated limits of $5,000 per line and $10,000 per purchase order.
Expedite backorders and, as needed, pull inventory and prepare orders for shipment.
Source products from branch, distribution center, or supplier inventory.
Determine the most cost-effective shipping method for customer orders.
Handle customer returns as needed.
Support specific customers as needed.
Assist less experienced Customer Service Representatives with customer needs, including locating items and resolving problems.
Perform other duties as assigned.