Senior Customer Service Representative

Genuine Parts Company•Fort Madison, IA

4d•Onsite

About The Position

Under close supervision, the Customer Service Representative is responsible for accurately fulfilling customer orders and managing incoming customer calls. This role involves responding to basic customer inquiries, providing quotes, and handling order entry. The representative will place customer orders via various methods including telephone, fax, email, electronic methods, or walk-in. A key aspect of the role is influencing Motion Industries' gross profit by negotiating sale and purchase prices within defined parameters, and potentially adjusting non-contract customer pricing to meet competitive demands while maximizing profit. Building customer relationships to drive repeat business through empathy and process improvement is also essential. The role requires ordering items to maintain appropriate inventory levels for customers and sourcing products from branch, distribution center, or supplier inventory. Determining the most cost-effective shipping method and expediting backorders are also responsibilities. The representative will partner with Account Representatives to ensure customer satisfaction and may be involved in pulling inventory, preparing orders for shipment, and handling customer returns. Other duties as assigned.

Requirements

High school diploma or GED
Zero (0) to three (3) years of related experience or an equivalent combination
Reliability, organization, and attention to detail
Strong communication skills including written, verbal, and listening
Ability to multi-task and time management skills
Moderate computer skills, including information processing, communicating internally and externally via email, using business systems and searching capabilities to find products on the internet.

Nice To Haves

Product knowledge is preferred.
Excellent driving record preferred.

Responsibilities

Responds to basic customer inquiries regarding products.
Provides quotes and handles order entry.
Places customer orders via telephone, fax, email, electronic methods, or walk in (counter sales).
Negotiates the sale price and purchase price to influence Motion Industries' gross profit.
Adjusts non-contract customer pricing to meet competitive demands while maximizing profit.
Builds customer relationships to drive repeat business.
Orders items to ensure appropriate inventory levels are maintained for customers.
Places orders without approval for orders up to $5,000 per line and $10,000 per purchase order.
Sources products in branch inventory, distribution center inventory or supplier inventory.
Determines the most cost effective shipping method for customer orders.
Partners with Account Representatives to ensure customer satisfaction.
Expedites backorders.
May pull inventory and prepare order for shipment to customer.
May handle customer returns.
Performs other duties as assigned.