Customer Service Representative II

Genuine Parts Company; Knoxville (TN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) plan

Paid time off

Job summary

Motion Industries is seeking a Customer Service Representative II to handle customer inquiries, quotes, and order entry with a focus on accuracy and service quality. The role includes building relationships to drive repeat business and supporting inventory planning to meet demand.

Under general supervision, you may guide less experienced reps and assist specific customers, while maintaining reliability, organized processes, and strong communication in daily activities.

Qualifications

• High school diploma or GED required with 3–5 years of related experience or equivalent.
• Strong communication and multitasking abilities are essential.
• Proficiency in basic computer applications and order processing systems.

Responsibilities

• Respond to customer inquiries regarding products, provide quotes, and enter orders.
• Place customer orders via phone, fax, email, electronic methods, or in person.
• Negotiate pricing within approved parameters to influence gross profit.
• Adjust non-contract pricing to meet customer demands while maximizing profit.
• Build relationships to drive repeat business and improve processes.
• Ensure inventory levels meet customer needs and expedite backorders when needed.
• Determine cost-effective shipping methods for orders and handle returns as required.
• Support less experienced representatives and assist customers with locating items and resolving issues.

Skills

Reliability

Organization

Attention to detail

Communication skills

Time management

Computer skills

Negotiation skills

Product knowledge

Education

High school diploma or GED

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.