Motion Automation Intelligence - Customer Service Representative Specialist

Genuine Parts Company; Danvers (MA); On-site; USD 43,000 - 56,000; Full time

Job summary

Motion Industries is seeking a CSR Specialist in Danvers, MA to handle non-routine customer inquiries, provide quotes, and process orders. You will serve as a SME on technical products, promote Motion’s offerings, and work with the sales team to maximize customer satisfaction and profits.

Responsibilities include handling complex inquiries, negotiating prices within parameters, ensuring accurate billing, and coaching junior representatives.

Qualifications

• Bachelor's degree plus 3 years related experience.
• Excellent communication skills including written, verbal, and listening.
• Ability to multi-task and time management skills required.
• Excellent computer skills.
• Strong negotiation skills.

Responsibilities

• Responds to customer inquiries, provides quotes and takes orders via multiple channels.
• Relates to technical customer support activities and acts as SME on products.
• Promotes Motion’s products to existing customers and secures sales.
• Negotiates sale prices to influence gross profit within parameters.
• Maintains relationships, handles queries, billing and timely requests.
• Orders items to maintain inventory levels.
• May place orders up to $25,000 per line and $50,000 per PO.
• Expedites backorders and pulls inventory for shipment.
• Sources products from branch, DC or supplier inventories.
• Determines cost-effective fulfillment method.
• May handle customer returns.
• Partners with Account Representatives to ensure customer satisfaction.
• Provides coaching and guidance to less experienced reps.
• Assists reps with addressing customer needs; especially technical expertise.
• Performs other duties as assigned.

Skills

Attention to detail

Communication skills

Multi-tasking

Time management

Computer skills

Negotiation

Product knowledge

Reliability

Organization

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 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 is from $31.16 - $40.49 USD Hourly

Please keep in mind that this is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. It also does not consider other components that make up the total rewards package for the position. If you are hired at Motion, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.

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.