Counter Parts Professional

Factory Motor Part; Rising Sun (MD); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

401K

Profit sharing

Paid holidays

Job summary

Factory Motor Parts is seeking a Counter Parts Professional to handle parts lookups, respond to customer inquiries, and assist the sales team with high-quality leads. You will manage calls and emails, process orders, upsell products, and coordinate delivery times in a fast-paced environment.

This role requires teamwork, strong communication, and excellent customer service in a call center setting. Compensation aligns with experience and includes standard benefits.

Qualifications

• Associates Degree in a related field and at least three years in a call center environment.
• Equivalent combination of education and experience accepted.

Responsibilities

• Manage incoming calls and emails for various parts.
• Assist walk-in customers at the counter.
• Support sales team by providing high quality leads.
• Process orders accurately and timely.
• Educate and upsell products to customers.
• Communicate delivery times to customers.
• Resolve customer questions and issues.
• Document customer issues clearly in logs.

Skills

Customer service

Multitasking

Communication

Team collaboration

Education

Associates Degree

Tools

Microsoft Word

Microsoft Excel

Job description

• Pay or shift range: $20 USD to $22 USD

Description

JOB SUMMARY:

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.

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.

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
• Automotive parts knowledge

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.