Sr Customer Service Representative

Genuine Parts Company; Cleveland (OH); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Healthcare coverage

401(k)

Tuition reimbursement

Vacation days

Sick leave and holidays

Job summary

Motion Industries is seeking a Senior Customer Service Representative in Ohio to respond to complex customer inquiries, provide quotes, and process orders. The role requires deep knowledge of products and services and includes coaching junior staff to improve service and efficiency.

You will build relationships with customers, manage orders and inventory, and help ensure customer expectations are met through effective problem-solving and cross-functional collaboration.

Qualifications

• High school diploma or GED with 5+ years related experience.
• Excellent communication and negotiation skills.
• Strong product knowledge and attention to detail.

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 and purchase prices within parameters.
• May adjust non-contract pricing to meet customer demands while maximizing profit.
• Builds customer relationships to drive repeat business and improve processes.
• Orders items to ensure appropriate inventory levels 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.
• Sourcing products in branch, distribution center, or supplier inventory.
• Determines cost-effective shipping methods for orders.
• May handle customer returns.
• Coaches and guides less experienced CSRs.
• Assists CSRs with addressing customer needs and resolving problems.
• May be responsible for quality and/or safety in the branch.
• Performs other duties as assigned.

Skills

Reliability

Communication

Multi-tasking

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.

LICENSES & CERTIFICATIONS

Excellent driving record preferred. All company vehicles

are subject to continuous video monitoring.

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.