Customer Service Representative

Genuine Parts Company•Appleton, WI

About The Position

The Senior Customer Service Representative responds to customer inquiries and places orders to ensure customer expectations are accurately understood and met. The role requires in-depth knowledge of company products and services and includes developing customer relationships, understanding customer needs, and providing guidance to less experienced Customer Service Representatives. The position operates under limited supervision and has no supervisory responsibility.

Requirements

Typically requires a high school diploma or GED and five or more 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.
Excellent computer skills.
Excellent negotiation skills.
Strong product knowledge.

Nice To Haves

Excellent driving record preferred.

Responsibilities

Respond to complex customer inquiries about products, provide quotes, and enter orders.
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 meet competitive demands 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 within specified limits: up to $5,000 per line and $10,000 per purchase order.
Expedite backorders.
Pull inventory and prepare orders for shipment when needed.
Source products from branch inventory, distribution center inventory, or supplier inventory.
Determine the most cost-effective shipping method for customer orders.
Handle customer returns when needed.
Provide coaching, guidance, and direction to less experienced Customer Service Representatives.
Assist less experienced representatives with customer needs, locating items, and resolving problems.
May be assigned to one customer and may be responsible for branch quality and/or safety.
Perform other duties as assigned.