Senior Customer Service Representative

Genuine Parts Company; Tempe (AZ); On-site; USD 42,000 - 62,000; Full time

Job summary

Motion Industries in Tempe, AZ seeks a Senior Customer Service Representative to respond to complex inquiries, provide quotes, and process orders. You will build strong relationships, influence pricing within guidelines, and guide junior staff to meet customer needs.

This role requires excellent communication, negotiation, and multi-tasking skills, with a focus on accuracy and timely order fulfillment. No supervisory duties, but leadership in daily operations is valued.

Qualifications

• High school diploma or GED with 5+ years of related experience.
• Strong knowledge of company products and services.
• Excellent negotiation and communication abilities.

Responsibilities

• Responds to complex customer inquiries, provides quotes, and handles order entry.
• Places orders by phone, fax, email, or walk-in counter sales.
• Influences gross profit by negotiating sale and purchase prices within parameters.
• May adjust non-contract pricing to meet customer demands while maximizing profit.
• Builds relationships to drive repeat business and understand customer needs.
• Orders items to maintain appropriate inventory levels for customers.
• May place orders up to $5,000 per line and $10,000 per PO.
• Expedites backorders and prepares orders for shipment.
• Sourcing products from branch, DC, or supplier inventories.
• Determines cost-effective shipping method for orders.
• May handle customer returns.
• May be assigned to a single customer.
• Provides coaching and guidance to junior representatives.
• Assists junior reps with addressing customer needs.
• May be responsible for branch quality and safety.
• Performs other duties as assigned.

Skills

Attention to detail

Communication skills

Time management

Computer skills

Negotiation

Product knowledge

Education

High School Diploma or GED

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.