Account Representative- Customer Support Center

Fleetpride; Irving (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

FleetPride’s Irving, TX-based team seeks an administrative professional with Customer Support Center exposure and a path to Inside Sales. The role handles calls, writes orders, tracks deliveries, answers questions, and resolves concerns while building customer relationships.

Qualifications include a high school diploma (Bachelor’s preferred) and 2+ years in an administrative or customer service role, with intermediate MS Office skills and AS400 knowledge as a plus.

Qualifications

• Minimum 2 years in an administrative role.
• Prior experience in a customer service environment is preferred.
• Ability to grow into an Inside Sales position.
• Intermediate knowledge of MS Excel, Word, PowerPoint, and Access.

Responsibilities

• Handle calls on CSC’s general sales line and provide exceptional service.
• Write orders, provide order tracking information, answer questions and address concerns.
• Recommend solutions based on customers’ needs and interests.
• Estimate, quote, discuss contract terms, address warranty, delivery status and issue credits for FleetPride’s largest regional customers.
• Work with sales group to develop and market industry leading product lines.
• Contact target accounts monthly to promote offers as determined by management.
• Collaborate with Category Management, Legal, and Supply Chain to better serve clients’ needs.
• Identify and resolve customer issues.
• Follow up on customer inquiries not immediately resolved.
• Create and maintain reports that drive the sales process.
• Update customer pricing matrix to maximize margins.

Skills

Active Listening

Judgment & Decision making

Computer skills

MS Office

Communicating

Active Learning

Project Management

Critical Thinking

Collaboration

Oral Expression

Written Expression

Oral Comprehension

Problem Sensitivity

Education

High School Diploma

Bachelor’s Degree

Tools

AS400

Job description

DUTIES & RESPONSIBILITIES

• Be the voice of the Customer Support Center (CSC) by handling all calls to CSC’s general sales line, confidently address issues and providing customer’s exceptional service.
• Develop customer relationships by provide the prompt action to all calls, including writing orders, providing order tracking information, answering questions and addressing concerns regarding past and future orders.
• Recommend solutions based on customers’ needs and interests.
• Estimate, quote, discuss contract terms, address warranty, delivery status and issue credits for FleetPride’s largest regional customers.
• Work with sales group to develop and market industry leading product lines.
• Contact target accounts on a monthly basis through a variety of channels in an effort to promote special offers as determined by management.
• Collaborating with a variety of different departments to better serve the clients’ needs, such as Category Management, Legal and Supply Chain.
• Identify research and resolve customer issues.
• Follow up on customer inquiries not immediately resolved.
• Create and maintain reports that drive the success of the sales process.
• Ensure FleetPride remains competitive while maximizing margins by updating customer pricing matrix.

EDUCATION & TRAINING

• High School Diploma (or GED or High School Equivalence Certificate) required, with a Bachelor’s Degree preferred

KNOWLEDGE & EXPERIENCE

• Minimum 2 years of experience in an administrative role
• Prior experience in a customer service environment is preferred
• Ability to grow into an Inside Sales position
• Intermediate level knowledge of MS Excel, MS Word, MS PowerPoint, MS Access
• Knowledge of AS400 is a plus

SKILLS & ABILITIES

• Active Listening: The ability to ask probing questions, request clarification and paraphrase to show understanding.
• Judgment & Decision making: Use business acumen to adjust priorities and ensure the successful deployment of customer accounts, successful bids and other projects.
• Computer skills: The ability to learn new programs and utilize them to improve performance.
• Intermediate to advanced knowledge of MS Office and various office machines.
• Communicating: Conveying information to others in an effective manner.
• Active Learning: Understanding the implication of new information for both current and future problem solving and decision-making.
• Project Management: Successfully manage multiple project simultaneously while ensure deadlines are met.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Collaboration: Work with multiple departments to ensure bid’s, projects and other task are actively being worked and completed on time.
• Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
• Written Expression: The ability to communicate to communicate information and ideas presented in writing.
• Oral Comprehension: The ability to understand information and ideas presented through spoken words and sentences.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not only involve.

WORK ENVIRONMENT

• The primary environment is characterized by ambient room temperatures, lighting and traditional office equipment found in a typical office environment.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reaching above shoulder heights, below the waist or lifting as required filing documents and storing materials. Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components. Occasional lifting of moderately heavy objects, such as computers and peripherals. Sitting for extended periods of time.

EEO STATEMENT

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

ABOUT FLEETPRIDE

FleetPride is the leader in the industry comprised of retail, service, distribution and wholesale divisions. Headquartered in Irving, TX, FleetPride is the nation’s largest distributor of heavy duty parts and service in the independent heavy duty aftermarket. FleetPride’s sophisticated network of over 450 locations, more than 110 service centers, and six distribution centers ensures customers get the parts and services they need, when and where they need them. We also offer heavy duty expertise with some of the best and brightest people in the industry. FleetPride offers career opportunities for self‑motivated professionals and now boasts more than 5,500 experts who are empowered and driven to create tailored solutions and solve problems for each customer’s unique needs. Join the FleetPride team today.