CUSTOMER SERVICE REPRESENTATIVE III

Aurora Parts • Lebanon, IN

8d

About The Position

The Customer Service Representative III works collaboratively with the Customer Success Manager and Sales Team to enhance service for Aurora's Premier Customers. The role focuses on improving customer satisfaction, retention, loyalty, and advocacy while streamlining processes. It uses CRM tools to communicate with and manage Premier Customers and requires strong communication skills, empathy, and the ability to identify and address customer needs.

The position supports customer-facing B2B relationships and involves managing orders, resolving service concerns, handling claims and returns, and identifying opportunities to quote and upsell products. The successful candidate understands business processes and order and shipping guidelines, has product knowledge, and can support Premier Customers with pricing, availability, substitutes, and shipping solutions.

Requirements

• Associate degree or higher plus at least 2 years of related experience, or a minimum of four years of proven successful related experience.
• Experience in a customer-facing B2B role.
• Product knowledge.
• Ability to sell products by phone.
• Excellent written and verbal communication skills.
• Excellent phone skills.
• PC, Microsoft Office Suite, and basic computer knowledge.
• Attention to detail and task-completion skills.

Nice To Haves

• Knowledge of internal operating systems is beneficial.

Responsibilities

• Manage and track communications with assigned Premier Customers through channels suited to their preferences.
• Oversee ordering activities for assigned customers and proactively communicate order status from placement through confirmation of receipt.
• Address order milestone interruptions and issues, including shipping delays and charges.
• Collaborate with Customer Success Managers and Sales Teams to address concerns, identify opportunities, and review Service Level Agreements with Premier Customers.
• Assist with part searches, substitutes, part quoting, pricing, availability, and claims.
• Research and propose best practices and solutions that save customers time and money, including alternate parts, part and freight quotes, and alternative shipping methods.
• Use CRM tools to identify and open sales opportunities for quoting and product upselling.
• Process claims and Returns Goods Authorizations (RGAs) according to established procedures and guidelines.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree