Customer Service Rep

Job Description:

Position Overview: The Customer Service Representative will play a crucial role in our Aftermarket Parts Department by providing day-to-day phone and case management support. This includes accurately identifying required parts, handling pre- and post-sale inquiries, quoting, order entry, order status updates, and issue resolution. The successful candidate will demonstrate in-depth knowledge of our business, industry, products, systems, and sales transactions. Timely responses, exceptional phone skills, and outstanding written communication are vital in ensuring superior customer service and setting our brand apart from the competition.

This position requires strong initiative, leadership, problem-solving skills, and a genuine desire to help customers.

• Customer Support:
  Respond to customer inquiries promptly, adhering to established performance goals via phone, email, or chat, providing accurate and detailed information.
• Record Management:
  Maintain up-to-date and organized records of customer interactions, orders, and technical support cases. This includes updating CRM systems and ensuring all documentation is accessible and accurate.
• Part Identification:
  Assist customers in accurately identifying parts they need by using technical manuals, parts catalogs, and product drawings. Interpret technical information and explain it to customers in an understandable manner.
• Interdepartmental
  
  Collaboration:
  
  Collaborate with other departments including Materials, Shipping, Pricing, and Sales to ensure customer orders are fulfilled and coordinate the resolution of any issues that arise.
• Process Improvement:
  Apply process thinking and principles of Lean Management to enhance office efficiency.
• Performance Monitoring:
  Monitor performance metrics and make recommendations for improvement.
• Personal Development:
  Engage in personal development and training to enhance skills.

• Education:
  
  High school diploma or equivalent; additional technical education or certifications in automotive or machinery parts is a plus.
• Experience:
  
  Minimum 4 years of work experience in Customer Service, Sales, Marketing, Communications, Service, or relevant field OR a Bachelor’s degree in a related field.
• Work Schedule:
  
  Ability to work both in person and remotely on a hybrid schedule based on location.
• Technical Skills:
  Strong technical aptitude and ability to interpret parts catalogs and diagrams.
• Communication Skills:
  Excellent verbal and written communication skills across various platforms, including email, chat, and phone, with the ability to simplify technical or complex information.
• Customer Interaction:
  Polished and effective interaction with customers, with the ability to quickly capture relevant information, explain next steps in issue resolution, communicate status updates, and inspire confidence and trust.
• Multitasking:
  Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Problem-Solving:
  Strong curiosity, creative thinking, and problem-solving skills.
• Software Proficiency:
  Experience using Oracle and Salesforce. Proficiency in Microsoft Office 365 suite, particularly Outlook and Teams.
• Team
  
  Collaboration:
  
  Ability to establish strong external and internal business relationships and work effectively as part of a team.

• Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering.
• Knowledge of process improvement and lean manufacturing concepts.
• Good organizational and time management skills.
• Adaptability and ability to quickly learn new systems.
• Thrives in ambiguous situations.

The salary range for this position is $21
-26 per hour. The salary range may be higher or lower depending on the applicant’s location. In addition to base salary, this position is eligible for a performance bonus. All eligible Team Members will be offered health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs,…