Sr Customer Service Representative

Genuine Parts Company•Baton Rouge, LA

About The Position

Under limited supervision, the Senior Customer Service Representative responds to customer inquiries and places customer orders, ensuring that customer expectations are accurately determined and met. The role requires in-depth knowledge of company products and services and involves developing customer relationships to understand their needs and wants. The representative also provides guidance and advice to less experienced Customer Service Representatives.

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.
Influence gross profit by negotiating sale and purchase prices within established parameters.
Adjust non-contract customer pricing as needed to meet competitive demands while maximizing profit.
Build customer relationships to encourage repeat business and identify process improvements.
Order items to maintain appropriate inventory levels for customers.
Place orders without approval up to $5,000 per line and $10,000 per purchase order, when applicable.
Expedite backorders and, when applicable, pull inventory and prepare orders for shipment.
Source products from branch inventory, distribution center inventory, or suppliers.
Determine the most cost-effective shipping method for customer orders.
Handle customer returns, when applicable.
Serve a specific customer, when assigned.
Coach, guide, and direct less experienced Customer Service Representatives.
Help less experienced representatives address customer needs, locate items, and resolve problems.
Take responsibility for quality and/or safety in the branch, when assigned.
Perform other duties as assigned.