Senior Customer Service Representative

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

Job summary

Genuine Parts Company is seeking a Senior Customer Service Representative to respond to customer inquiries and place orders, ensuring that expectations are accurately determined and met. The role requires in-depth knowledge of products and services, and the ability to guide less experienced representatives.

Responsibilities include handling complex inquiries, placing orders via multiple channels, negotiating prices within defined parameters, and maintaining appropriate inventory levels to

Qualifications

• Requires a high school diploma or GED and five or more years of related experience or equivalent combination.
• Excellent communication skills and ability to negotiate effectively.
• Strong product knowledge and attention to detail are essential.
• Proficient computer skills and multi-tasking ability.
• Coaching and guidance to less experienced colleagues may be required.

Responsibilities

• Respond to complex customer inquiries regarding products, provide quotes, and handle order entry.
• Place customer orders via telephone, fax, email, or walk-in counter sales.
• Influence gross profit through negotiating sale and purchase prices within parameters.
• Adjust non-contract pricing to meet customer demand while maximizing profit.
• Build customer relationships to drive repeat business and process improvements.
• Ensure inventory levels are maintained for customers and expedite backorders as needed.
• Source products from branch, DC, or supplier inventories and determine cost-effective shipping methods.
• Handle customer returns and may be assigned to one customer.

Skills

Reliability

Organization

Attention to detail

Communication

Time management

Negotiation

Product knowledge

Computer skills

Team coaching

Education

High school diploma or GED

Tools

Microsoft Office

Job description

SUMMARY:

Under limited supervision, the Senior Customer Service Representative 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 Senior Customer Service Representative 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.
• May place orders without approval for orders up to $5,000 per line and $10,000 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 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.

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.

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.