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 orders to ensure customer expectations are accurately determined and met. The role requires in-depth knowledge of the company’s products and services, and involves developing customer relationships to understand their needs and wants. The Senior Customer Service Representative also provides guidance to less experienced representatives. This position handles complex product inquiries, quotes, order entry, pricing negotiations, inventory sourcing, and shipping arrangements. It may include preparing orders for shipment, handling returns, supporting a designated customer, and taking responsibility for quality or safety in the branch. The role 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 based on competition and customer 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 within the stated limits of $5,000 per line and $10,000 per purchase order, when applicable.
Expedite backorders.
Pull inventory and prepare orders for shipment to customers, when applicable.
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 applicable.
Support a designated customer, when assigned.
Coach, guide, and direct less experienced Customer Service Representatives.
Assist less experienced representatives with customer needs, including locating items and resolving problems.
Take responsibility for quality and/or safety in the branch, when assigned.
Perform other duties as assigned.