Customer Service Representative Specialist

USA MOT Motion Industries, Inc.; Appleton (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

Motion Industries in Appleton, WI seeks a CSR Specialist to handle non-routine inquiries, provide quotes, take orders, and coach junior reps. You will leverage product knowledge to resolve issues and ensure accurate customer expectations and timely service.

This role acts as the inside half of the sales team, promoting products, negotiating pricing within policy, and maintaining strong relationships with customers and account representatives.

Qualifications

• Bachelor's degree required with related experience.
• Strong written and verbal communication abilities.
• Ability to multi-task and manage time effectively.
• Good computer skills and attention to detail.
• Experience with negotiation and customer-facing roles.
• Specialty product knowledge from prior warehouse or inside sales helpful.

Responsibilities

• Respond to inquiries, provide quotes, and take orders via phone, email, or in person.
• Serve as a subject matter expert on technical products and processes.
• Promote Motion’s products to existing customers and expand sales.
• Negotiate pricing within parameters to protect gross profit.
• Maintain relationships, address queries, and coordinate billing/collections.
• Coordinate inventory and order fulfillment to satisfy customer needs.

Skills

Attention to detail

Communication

Multi-tasking

Computer skills

Negotiation

Product knowledge

Education

Bachelor's degree

Job description

SUMMARY

Under minimal direction, the CSR Specialist is responsible for calls of a non-routine nature that require deviation from standardized procedures. This role handles situations that may require additional research depending upon customer response. The CSR Specialist has extensive knowledge of the company's products and services. This role ensures customer expectations are accurately determined and are fully met. The CSR Specialist develops and broadens relationships within customer organization to fully understand needs and wants. The CSR Specialist functions as the inside half of the sales team to ensures transactions are error free, and provides guidance and technical advice to less experienced Customer Service Representatives.

JOB DUTIES

• Responds to customer inquiries, provides quotes and takes customer orders via telephone, fax, email, electronic methods or walk-in (counter sales). Due to experience & training, may handle the most complex inquiries.
• Relates to all technical customer support activities within the business, call center, field, and business processing. Performs various business support activities including identifying, enhancing, and following specific processes and procedures to maximize the efficiency of the business. Serves as a Subject Matter Expert on one or more technical products.
• Proactively generates sales by actively promoting Motion’s products to existing customers. Responsible for selling Motion’s products and services by understanding customer needs and meeting their requirements.
• Influences Motion’s 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.
• Responsible for maintaining effective relationships with current and potential customers, ensures customer queries resolution, ensures billing and collection and facilitates customer requests in efficient and timely manner.
• Orders items to ensure appropriate inventory levels are maintained for customers.
• May place orders without approval for orders up to $25,000 per line and $50,000 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 method to fulfill customer orders.
• May handle customer returns.
• Partners with Account Representatives to ensure customer satisfaction.
• Provides coaching, guidance and direction to less experienced Customer Service Representatives.
• Assists less experienced Customer Service Representatives with addressing customer needs; especially technical expertise in a particular specialty.
• Performs other duties as assigned.

EDUCATION & EXPERIENCE

Typically requires a bachelors degree and three (3) 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.
• Strong negotiation skills.
• Specialty product knowledge from previous warehouse and inside sales experience required.

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.

Since 1928, GPC has set the standards for performance and value for our customers and our stakeholders. Today, we’re proud to say we’re the largest global auto parts network and a leading industrial parts distributor, one that offers rewarding careers that combine small company feel with a global scale. Our strengths are in the relationships we build and the value we deliver by merging local expertise with a global force.