Sr Customer Service Rep

Genuine Parts Company•Cleveland, OH

About The Position

Under limited supervision, the Sr Customer Service Rep ensures customer expectations are accurately determined and fully met. The role develops and broadens relationships within customer organizations to understand their needs and wants. Its primary contribution is to act as the inside half of the sales team, ensure error-free transactions, and provide guidance and advice to less experienced Customer Service Representatives. The position works more than 50% of the time at the customer location. The role responds to customer inquiries, provides quotes, takes orders, supports inventory and product sourcing, and proactively generates sales. It may mentor lower-level employees, serve as a subject matter expert on multiple products, back up the Operations Manager, and handle inventory preparation or customer returns. It also works with customers, suppliers, and Account Representatives to fulfill orders correctly and ensure customer satisfaction.

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.
Customer service and communication skills.
Ability to multitask and manage time.
Moderate computer skills, including information processing, internal and external email communication, use of business systems, and internet product searches.
Good driving record.

Responsibilities

Respond to customer inquiries, provide quotes, and take orders through telephone, fax, email, electronic methods, or walk-in counter sales.
Order items to maintain appropriate inventory levels for Consignment customers.
Source products from branch inventory, Distribution Center inventory, or suppliers; locate products when necessary.
Ensure identification and sale of Motion Industries’ assets.
Influence gross profit by negotiating sale and purchase prices within established parameters.
Generate sales by actively promoting Motion Industries’ products to existing customers.
Expedite backorders.
Mentor or lead lower-level employees and, where applicable, act as a subject matter expert on multiple products or as back-up for the Operations Manager.
Pull inventory and prepare orders for customer shipment when needed; handle customer returns when needed.
Place orders without approval up to $5,000 per line and $10,000 per Purchase Order.
Adjust non-contract customer pricing to respond to competition while maximizing profit for Motion Industries.
Minimize branch freight costs by selecting cost-effective order fulfillment methods.
Routinely interact with customers to obtain and fulfill orders correctly.
Interact with suppliers as needed to obtain item pricing.
Partner with Account Representatives to ensure customer satisfaction.
Assist customers with troubleshooting by telephone or email and identify the correct part when needed.
Attend training sessions regularly for professional growth and development.
Perform other duties as assigned.