Customer Service Representative II

Genuine Parts Company; Louisville (KY); On-site; USD 42,000 - 54,000; Full time

Job summary

Motion Industries seeks a Customer Service Representative II to respond to complex inquiries, provide quotes, and place orders to meet customer expectations. The role requires deep knowledge of Motion Industries' products and services and involves guiding less experienced team members.

The position emphasizes reliability, effective communication, and the ability to manage multiple tasks while maintaining high service levels across customer interactions.

Qualifications

• High school diploma or GED with 5+ years of related experience.
• Experience in customer service and order entry processes.
• Ability to work under limited supervision and handle multiple tasks.

Responsibilities

• Responds to complex customer inquiries, provides quotes, and handles order entry.
• Places customer orders via phone, fax, email, electronic methods, or walk in (counter sales).
• Builds customer relationships to drive repeat business and improves processes.
• Determines the most cost effective shipping method for customer orders.
• Provides coaching and guidance to less experienced Customer Service Representatives.

Skills

Communication

Negotiation

Time management

Multitasking

Attention to detail

Customer service

Product knowledge

Education

High school diploma or GED

Job description

SUMMARY

Under limited supervision, the Customer Service Representative II responds to customer inquires and places customer orders to ensure customer expectations are accurately determined and met. This role has in-depth knowledge of the company's products and services. The Customer Service Representative II develops and broadens relationships with customers to fully understand needs and wants. This role provides guidance and advice to less experienced Customer Service Representatives.

JOB DUTIES

• Responds to complex customer inquires regarding products, provides quotes, and handles order entry.
• 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.
• 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 be assigned to one customer.
• Provides coaching, guidance, and direction to less experienced Customer Service Representatives.
• Assists less experienced Customer Service Representatives with addressing customer needs, including locating items and resolving problems.
• May be responsible for quality and/or safety in the branch.
• Performs other duties as assigned.

EDUCATION & EXPERIENCE

• Typically requires a high school diploma or GED and five (5) or more 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.
• Excellent computer skills.
• Excellent negotiation skills.
• Strong product knowledge.

LICENSES & CERTIFICATIONS

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

COMPANY INFORMATION

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

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.