Customer Service Representative III

Aurora Parts • Lebanon, IN

7d

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, empathy, and the ability to identify and address customer needs. The representative supports customers with orders, product searches and quotes, pricing, availability, shipping, claims, and opportunities to purchase additional products.

Requirements

• An associate degree or higher plus at least two years of relevant experience, or at least four years of related proven successful 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.

Responsibilities

• Manage and track communications with assigned Premier customers through channels suited to their preferences.
• Oversee ordering activities for the assigned Premier customer base and proactively communicate order status from placement through confirmed receipt.
• Address order milestones, shipping delays, charges, and related issues.
• 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 practices and solutions that save Premier 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 Return Goods Authorizations (RGAs) according to established procedures and guidelines.

What This Job Offers

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