ProCall Agent

Genuine Parts Company; Hartford (CT); On-site; USD 26,000 - 37,000; Full time

Benefits offered by this job

Health Insurance

401(k) Retirement Plan

Paid Time Off

Employee stock purchase plan

Job summary

Genuine Parts Company seeks a ProCall Agent to provide exceptional customer service and technical support to wholesale and retail customers, primarily via phone, email, and e-orders. You will process parts orders, advise on product selection, and ensure satisfaction through courteous and efficient service.

The role requires strong communication, problem-solving, and proficiency with POS systems, CRM/TAMS, and electronic catalogs.

Qualifications

• Strong communication skills and ability to explain technical information clearly.
• Detail-oriented with excellent organizational and problem-solving abilities.
• Proficient with POS systems, CRM/TAMS and electronic catalogs.
• Customer-focused mindset and commitment to prompt issue resolution.
• Ability to multitask in a fast-paced environment.
• Previous wholesale parts or technical sales support experience preferred.

Responsibilities

• Deliver prompt, courteous, and professional service to customers over phone and electronic channels.
• Accurately identify required parts using catalogs, POS systems, and parts information resources.
• Process orders and information requests with high accuracy and attention to detail.
• Advise customers on product features, warranties, and sales programs to meet needs.
• Verify inventory and communicate shipping and delivery updates.
• Handle customer requests, complaints, and invoicing in CRM/TAMS and phone systems.
• Maintain knowledge of products, pricing, and store policies to support sales and resolve issues.
• Serve as a resource for store personnel and foster teamwork and knowledge sharing.
• Demonstrate professional conduct and align with company standards.
• Support sales by processing stock orders and reporting inventory discrepancies.
• Participate in training to maintain product knowledge and system proficiency.
• Apply asset security and loss prevention controls in all transactions.

Skills

Communication

Detail-oriented

Multitasking

Customer-focused

Problem-solving

Wholesale parts knowledge

Tools

POS systems

CRM/TAMS

Electronic catalogs

Job description

Job Summary

The ProCall Agent provides exceptional customer service and technical support to wholesale and retail customers primarily via telephone, electronic communication and e-orders. This role is responsible for accurately processing parts orders, advising customers on product selection, and ensuring customer satisfaction through professional, courteous, and efficient service. The ProCall Agent serves as a knowledgeable resource on product features, warranties, inventory availability, and sales policies, supporting both customers and store personnel.

Position Performance Measures

Responsibilities

The following primary responsibilities are not all inclusive:

• Deliver prompt, courteous, and professional service to all customers over the phone and electronic channels.
• Accurately identify required parts by utilizing catalogs, POS systems, and parts information resources.
• Efficiently process orders and information requests with a high degree of accuracy and attention to detail.
• Advise customers on product features, performance standards, warranties, and sales programs to best meet their technical and operational needs.
• Verify inventory to confirm product availability and communicate logistics updates regarding shipping and deliveries.
• Handle customer requests, complaints, and invoicing while maintaining up-to-date and accurate customer information in CRM, TAMS, and phone systems.
• Maintain thorough knowledge of products, pricing methods, and store policies, and apply this knowledge to support sales and resolve customer issues.
• Serve as a resource for advice and support to other store personnel, fostering teamwork and knowledge sharing.
• Demonstrate professional conduct, appearance, and attitude consistent with company standards.
• Support sales functions by processing stock orders from salespersons, reporting inventory discrepancies (overages, shortages, damage), and ensuring overall customer satisfaction.
• Participate in training sessions as required to maintain product knowledge and proficiency with systems and sales processes.
• Apply asset security and loss prevention controls in all transactions and processes.
• Perform other tasks and duties assigned by management to support store operations and customer service excellence.

Qualifications

• Strong communication skills with an ability to explain technical information clearly and effectively.
• Detail-oriented with excellent organizational and problem-solving abilities.
• Proficient in using POS systems, electronic catalogs, CRM/TAMS, and other relevant technology platforms.
• Customer-focused mindset with a commitment to resolving issues promptly and maintaining satisfaction.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Previous experience in wholesale parts or technical sales support is preferred.

Physical Demands / Working Environment

• This position requires sedentary work: sitting for prolonged periods, primarily at a computer, and handling phone calls for the majority of the work day.

This position offers a starting hourly rate of $22.75. For other positions, the starting rate will be determined based on individual skills, experience, and qualifications. We value the unique contributions of each team member and encourage candidates to discuss their backgrounds during the interview process.

Benefits

• Health Insurance: Comprehensive medical, dental, and vision plans.
• Retirement Plan: 401(k) with company match.
• Paid Time Off: Vacation, personal days, holidays, sick days, and paternal leave.
• Additional Perks: Employee stock purchase plan, tuition reimbursement, professional development opportunities, and wellness programs.

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.