Senior Customer Service Representative

Genuine Parts Company•Chattanooga, TN

18h

About The Position

Under limited supervision, the Senior Customer Service Representative responds to customer inquiries and places customer orders to ensure expectations are accurately determined and met. The role requires in-depth knowledge of company products and services, develops customer relationships to understand their needs, and provides guidance to less experienced Customer Service Representatives. The position may also be assigned to one customer and may have responsibility for quality and/or safety in the branch. No supervisory responsibility is specified.

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 manage time effectively.
Excellent computer skills.
Excellent negotiation skills.
Strong product knowledge.

Nice To Haves

An excellent driving record is preferred.

Responsibilities

Respond to complex customer inquiries about products, provide quotes, and handle order entry.
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 while maximizing profit.
Build customer relationships to encourage repeat business and identify process improvements.
Order items to maintain appropriate inventory levels for customers, including orders up to specified limits without approval.
Expedite backorders.
Pull inventory and prepare orders for shipment, as 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, as needed.
Coach, guide, and direct less experienced Customer Service Representatives, including helping them locate items and resolve customer problems.
Perform other duties as assigned.