Senior Customer Service Representative

Genuine Parts Company•Chattanooga, TN

About The Position

Under limited supervision, the Senior Customer Service Representative responds to customer inquiries and places customer 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 and broadening customer relationships to understand customers' needs and wants. The Senior Customer Service 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 regarding products, provide quotes, and handle order entry.
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 drive repeat business and 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, distribution center, or supplier inventory.
Determine the most cost-effective shipping method for customer orders.
Handle customer returns, when applicable.
Serve a single assigned customer, when applicable.
Coach, guide, and direct less experienced Customer Service Representatives.
Assist less experienced Customer Service Representatives with customer needs, including locating items and resolving problems.
May be responsible for quality and/or safety in the branch.
Perform other duties as assigned.