Customer Service Representative
About The Position
The Parts Customer Service Representative is responsible for delivering industry-leading customer service to all parts customers across North America. This includes answering all incoming calls, voicemails, emails, and follow-up inquiries within 24 hours or less. The position ensures every customer request receives a timely response, accurate information, and proactive follow-up through clear communication and professional service. This role requires critical thinking, multitasking, strong attention to accuracy, great customer service, and a professional level of communication. The Parts CSR is responsible for generating quotes and entering orders directly into the ERP system and ensuring customers receive timely updates until their request is fully resolved.
Requirements
- Candidate must be well versed in Microsoft Office, more specifically, Excel and Outlook
- Candidate must be professional with an emphasis of providing world-class customer service
- Candidate must be a self-starter willing to learn and take on new challenges
- Candidate must have great time management
- Candidate must be organized, a problem solver, and comfortable with delegating tasks and holding team members responsible
- Candidate must be prepared to resolve issues, for less than satisfied customers, while providing professional, top-tier, customer service
- Candidate must be able to work well with other team members to support our customers
- Candidate must be punctual, and in attendance, as customer service must always be available to our customer
- Candidate must be comfortable with making decisions, but at the same time, knowledgeable of when to escalate
- Candidate must be able to critical think and apply to their work
- Candidate must be able to communicate effectively and execute any visons or direction needed
Nice To Haves
- A background in customer service is preferred
Responsibilities
- Provide world-class customer service to all parts customers.
- Answer all incoming phone calls.
- Respond to all voicemails within 24 hours.
- Respond to all incoming customer emails within 24 hours, following the 24-hour communication flow: If status/answer is known → respond with the solution. If status/answer is not known → notify the customer, the request is being worked and follow up daily.
- Ensure no customer request goes unanswered.
- Provide updates on order status, lead times, pricing, and required follow-up.
- Maintain a professional tone and send properly structured emails.
- Create accurate parts quotes through the ERP.
- Validate pricing before sending to customers.
- Enter sales orders the same day for orders received before 3:00 PM.
- Verify part numbers, availability, substitutions, and compatibility.
- Communicate lead times clearly and escalate inconsistencies.
- Support improvements to parts data and internal processes.
- Coordinate with internal departments to obtain needed updates.
- Follow up daily on pending customer information.
- Communicate delays to the Parts Customer Service Supervisor.
- Report all customer complaints through the appropriate company channel.
- Support team members with workload and knowledge sharing.
- Demonstrate strong problem-solving and professionalism.
- Maintain punctuality and consistent attendance.
- Execute leadership direction and escalate when necessary.
Benefits
- Competitive salary
- Comprehensive health, dental, and vision insurance plans
- 401(k) with company match
- Paid time off and holidays
- Professional development opportunities
- Collaborative and innovative work environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
