Sr Customer Service Representative

Motion; Cleveland (OH); On-site; USD 39,000 - 52,000; Full time

Job summary

Genuine Parts Company in Ohio seeks a Senior Customer Service Representative to respond to complex product inquiries, quote customers, and process orders. This role requires in-depth product knowledge and the ability to build lasting relationships with customers to understand needs and drive satisfaction.

The successful candidate will mentor junior CSRs, coordinate with internal teams, and help optimize pricing within policy constraints while ensuring accurate order entry and on-time delivery.

Qualifications

• High school diploma or GED with 5+ years related experience or equivalent.
• Strong product knowledge and competitive pricing understanding.
• Excellent communication and customer service skills.

Responsibilities

• Respond to complex customer inquiries, provide quotes, and handle order entry.
• Place customer orders via phone, fax, email, electronic methods, or walk-in.
• Negotiate sale/purchase prices within parameters to influence gross profit.
• May adjust non-contract pricing to meet customer demands while maximizing profit.
• Build relationships to drive repeat business and improve processes.
• Place orders up to $5,000 per line and $10,000 per PO without approval.
• Expedite backorders and pull inventory for shipment to customers.
• Determine cost-effective shipping methods for orders.
• May handle customer returns.
• Provide coaching and guidance to less experienced CSRs.
• Assist with addressing customer needs, including locating items and resolving problems.

Skills

Reliability

Organization

Attention to detail

Communication

Time management

Negotiation

Product knowledge

Education

High school diploma or GED

Job description

.**SUMMARY**Under limited supervision, the Senior Customer Service Representative responds tocustomer inquires and places customer orders to ensure customer expectations areaccurately determined and met. This role has in-depth knowledge of the company'sproducts and services. The Senior Customer Service Representative develops andbroadens relationships with customers to fully understand needs and wants. This roleprovides 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 vehiclesare 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.or create an account to set up email alerts as new job postings become available that meet your interest!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.