Motion Automation Intelligence - Customer Service Representative Specialist

Motion Industries; Danvers (MA); On-site; USD 43,000 - 55,000; Full time

Job summary

Motion Industries in Danvers, MA is seeking a Customer Service Representative Specialist to handle non-routine calls, provide technical guidance, and support the sales team from the inside. You will develop relationships within customer organizations and ensure accurate, full customer satisfaction.

The role emphasizes product knowledge, effective communication, and the ability to handle high-complexity inquiries while driving order accuracy and profitability.

Qualifications

• Bachelor's degree and 3 years related experience or equivalent.
• Reliability, organization, and attention to detail are essential.
• Excellent written, verbal and listening communication required.
• Strong negotiation and specialty product knowledge from warehouse/inside sales experience.

Responsibilities

• Respond to inquiries, provide quotes, and take orders by phone, fax, email or walk-in.
• Promote Motion's products to existing customers to generate sales.
• Negotiate pricing to influence gross profit within parameters.
• Maintain relationships, assist with billing and ordering, and manage inventory for customers.
• Place orders up to $25,000 per line and $50,000 per PO as permitted.
• Collaborate with Account Representatives to ensure customer satisfaction.

Skills

Attention to detail

Communication skills

Multi-tasking

Computer skills

Negotiation

Product knowledge

Education

Bachelor's degree + 3 years

Job description

Danvers, MA, USA

Full time

R26_0000027269

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 or industry. 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.

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.

PAY

Pay is from $31.16 - $40.49 USD Hourly

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.

COVID-19 Vaccination

Where permitted by applicable law, successful applicants must be fully vaccinated against COVID-19 prior to start date. COVID-19 vaccination is a condition of employment, subject to an approved accommodation, and proof of vaccination will be required on or prior to start date.

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