Senior Customer Service Representative

Motion; Cincinnati (OH); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid vacation

Sick leave

Holiday pay

Tuition reimbursement

Job summary

Motion Industries is seeking a Senior Customer Service Representative to respond to complex inquiries, quote products, and enter orders under limited supervision. This role requires in-depth knowledge of Motion Industries' products and services and aims to build strong customer relationships.

The position involves coaching less experienced team members, handling orders efficiently, and ensuring customer expectations are met.

Qualifications

• 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.

Responsibilities

• Responds to complex customer inquiries regarding products, provides quotes, and handles order entry.
• Places customer orders via telephone, fax, email, electronic methods, or walk in (counter sales).
• Influences gross profit through negotiating sale price and purchase price within parameters.
• May adjust non-contract pricing to meet customer demands while maximizing profit.
• Builds customer relationships to drive repeat business and improve processes.
• Maintains appropriate inventory levels by ordering items as needed for customers.
• May place orders up to $5,000 per line and $10,000 per purchase order without approval.
• Expedites backorders and prepares orders for shipment to customers.
• Sources products in branch/distribution/supplier inventory and determines cost-effective shipping methods.
• May handle customer returns.
• May be assigned to one customer.
• Provides coaching and guidance to less experienced Customer Service Representatives.
• Assists others with addressing customer needs, locating items, and resolving problems.

Skills

Reliability

Organization

Attention to detail

Communication skills

Time management

Computer skills

Negotiation skills

Product knowledge

Education

High school diploma or GED + 5+ years related experience

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.

Physical Demands

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.