Counter Parts Professional

Factory Motor Parts; Phoenix (AZ); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health benefits

401K

Paid time off

Job summary

Factory Motor Parts in Phoenix, AZ is seeking a Counter Parts Professional to assist customers with parts lookups, generate interest, and finalize orders. You will support the sales team by providing high quality leads and exceptional service at the counter and via phone and email.

Responsibilities include handling inbound calls and emails, educating customers on products, coordinating with the warehouse, and documenting issues with clear logs. A strong customer service background is essential.

Qualifications

• Associates Degree in a related field and 3 years experience in a call center or an equivalent combo.
• ASE certified preferred.
• Automotive parts knowledge preferred.
• Excellent customer service and support skills.
• Ability to work independently and in a team.

Responsibilities

• Manage incoming calls and emails for a variety of parts.
• Assist walk-in retail customers at the counter.
• Educate, suggest and/or sell products and add-on parts.
• Communicate delivery times to customers.
• Document all customer issues in clear and concise logs.
• Coordinate with warehouse and office staff as needed.

Skills

Customer service

Team player

Multi-tasking

Communication skills

Organizational skills

Education

Associate's Degree

Tools

Microsoft Word

Microsoft Excel

Job description

Description

Our Counter Parts Professional communicates with customers on parts look up, generates interest in our products, and enters and finalizes customer orders. Most importantly, our Parts Professional helps support the sales team by providing high quality leads.

DUTIES & RESPONSIBILITIES:

The Counter Parts Professional will have content expertise in the following areas and will be responsible for the following reporting and communication requirements as deemed appropriate by the Customer Service Manager/Location Manager.

• Effectively manage incoming calls and emails for a variety of different parts.
• Assisting walk in retail customers at the counter.
• Work effectively with team members to provide exceptional support for customers as well as internal customers.
• Work within set key performance measurements as defined by the Company.
• Responds to customer phone inquiries in a prompt, courteous and concise manner.
• Responsible for processing phone or fax orders accurately and timely.
• Educate, suggest and/or sell products and add on parts to the customer.
• Understand and communicate route and demand delivery times to the customers.
• Resolves customer questions, complaints and requests.
• Effectively communicate with the warehouse and office staff when needed.
• Perform all required customer follow-ups in a timely manner each day.
• Promote new or additional programs, and sell specials as designed for the Sales department when requested.
• Responsible for providing product comparison and pricing rates when requested.
• Meet individual performance standards.
• Provide exceptional levels of service to every customer via phone and email.
• Research orders and accurately update information in computer systems.
• Accurately track customer issues and resolution while proactively identifying trends.
• Troubleshoot lost tickets shipping issues and delivery problems.
• Effectively use the computer or catalog for parts look up and specification information.
• Document all customer issues in clear and concise logs.
• Responsible for making outbound calls to customer during blitzs or slow sales periods.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES AND WORK ENVIRONMENT:

• Ability to work as a team member, as well as independently.
• Ability to successfully multi-task.
• Excellent customer service and support skills.
• Ability to work well under pressure while maintaining a professional demeanor.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to interact with various levels of management.
• Proficiency with various software applications programs including email messaging, Microsoft Word and Excel.
• Ability to create and maintain relationships with customers.

MINIMUM REQUIREMENTS:

• Associates Degree in a related field AND
• Three years experience working in a call center environment OR
• An equivalent combination of education and experience.

PREFERRED EDUCATION BEYOND MINIMUM QUALIFICATIONS:

• ASE (Automotive Service Excellence )certified

PREFERRED EXPERIENCE BEYOND MINIMUM QUALIFICATIONS:

• Automotive parts knowledge

WORK ENVIRONMENT:

Work is performed in a company call center or spoke building. Wrist and finger manipulation due to computer work, calculating, compiling and filing. Equipment used may include but is not limited to computer, calculator, telephone, copy and fax machines.

We are an EEOC/AA Employer. An industry leader, FMP offers well-balanced compensation and benefits programs, which may include medical, dental, vision, life, 401K, profit sharing, paid holidays/vacation/sick time, STD/LTD, + much more. Salary is based on experience and job performance.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.