Customer Service Representative

Genuine Parts Company; Town of Lansing (NY); On-site; USD 38,000 - 48,000; Full time

Job summary

Motion Industries is seeking a Customer Service Representative II to determine and meet customer needs, provide quotes, and handle order entry, leveraging experience to handle complex inquiries.

The role emphasizes building customer relationships, managing inventory, selecting cost-effective shipping, processing returns, and supporting other reps, without supervisory duties.

Qualifications

• High school diploma or GED required with 3–5 years related experience.
• Reliability, organization, and attention to detail required.
• Excellent communication, verbal and written; ability to multi-task.

Responsibilities

• Responds to customer inquiries regarding products, provides quotes, and handles order entry, with more complex inquiries as experience grows.
• Places customer orders via telephone, fax, email, or walk-in (counter sales).
• Influences gross profit by negotiating sale and purchase prices within parameters.
• May adjust non-contract pricing to meet customer demands while maximizing profit.
• Builds customer relationships to drive repeat business and supports process improvements.
• Orders items to maintain appropriate inventory levels for customers.
• May place orders up to $5,000 per line and $10,000 per purchase order without approval.
• Expedites backorders and prepares shipments to customers.
• Sourcing products in branch, distribution or supplier inventory; determines cost-effective shipping methods.
• May handle customer returns and support specific customers as needed.
• Assists less experienced reps with addressing customer needs, locating items and resolving problems.
• Performs other duties as assigned.

Skills

Reliability

Organization

Attention to detail

Communication skills

Multitasking

Time management

Computer skills

Negotiation skills

Product knowledge

Education

High school diploma or GED

3-5 years related experience

Job description

SUMMARY:

Under general supervision, the Customer Service Representative II ensures customer expectations are accurately determined and are fully met. The Customer Service Representative II may provide guidance to less experienced Customer Service Representatives or may support specific customer(s).

JOB DUTIES :

• Responds to customer inquires regarding products, provides quotes, and handles order entry. Due to experience & training, may handle more challenging inquires.
• Places customer orders via telephone, fax, email, electronic methods, or walk in (counter sales).
• Influences Motion Industries' gross profit through negotiating the sale price and purchase price, within certain parameters.
• May adjust non-contract customer pricing to meet the demands of the customer based on competition, while maximizing the profit for Motion Industries.
• Builds customer relationships to drive repeat business by relating to the customer and drive process improvements.
• Orders items to ensure appropriate inventory levels are maintained for customers.
• May place orders without approval for orders up to $5,000 per line and $10,000 per purchase order.
• Expedites backorders. May pull inventory and prepare order for shipment to customer.
• Responsible for sourcing products in branch inventory, distribution center inventory or supplier inventory.
• Determines the most cost effective shipping method for customer orders.
• May handle customer returns.
• May support specific customer(s).
• Assists less experienced Customer Service Representatives with addressing customer needs, including locating items and resolving problems.
• Performs other duties as assigned.

EDUCATION & EXPERIENCE

• Typically requires a high school diploma or GED and three (3) to five (5) years of related experience or an equivalent combination.

KNOWLEDGE, SKILLS, ABILITIES

• Reliability, organization, and attention to detail required.
• Excellent communication skills including written, verbal, and listening.
• Ability to multi-task and time management skills required.
• Strong computer skills.
• Strong negotiation skills.
• Basic product knowledge.

PHYSICAL DEMANDS:

LICENSES & CERTIFICATIONS:

Excellent driving record preferred. All company vehicles are subject to continuous video monitoring.

SUPERVISORY RESPONSIBILITY:

No Supervisory Responsibility

BUDGET RESPONSIBILITY:

No

COMPANY INFORMATION:

Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.

DISCLAIMER:

This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required. Management retains the right to add or modify duties at any time.

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.