Customer Service Representative II

Genuine Parts Company•Escanaba, MI

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. The representative responds to customer inquiries about products, provides quotes, handles order entry, and may address more challenging inquiries based on experience and training. The role also supports customer relationships, product sourcing, inventory availability, shipping, and order fulfillment. The position has no supervisory responsibility.

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 handle order entry.
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 in response to competition while maximizing profit.
Build customer relationships to drive repeat business and identify 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.
Pull inventory and prepare orders for shipment to customers, as needed.
Source products from branch inventory, distribution center inventory, or suppliers.
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.