Sr Customer Service Representative

Genuine Parts Company; Pasco (WA); On-site; USD 37,277 - 48,519; Full time

Job summary

Genuine Parts Company is seeking a Senior Customer Service Representative in Washington to respond to inquiries, provide quotes, and process orders. The role requires deep product knowledge and involves guiding less-experienced representatives while maintaining relationships with customers.

The position emphasizes accuracy, negotiation within defined parameters, and the ability to influence profit while ensuring customer satisfaction. Strong communication and computer skills are required.

Qualifications

• Requires strong reliability, organization, and attention to detail.
• Excellent written and verbal communication; active listening.
• Ability to multi-task, manage time effectively, and use computer systems.

Responsibilities

• Respond to complex customer inquiries, provide quotes, and enter orders.
• Place customer orders via phone, fax, email, or counter sales.
• Negotiate pricing within defined parameters to maximize profit.
• Build relationships to drive repeat business and improve processes.

Skills

Reliability

Organization

Communication skills

Multi-tasking

Time management

Computer skills

Negotiation skills

Product knowledge

Education

High school diploma or GED

Job description

SUMMARY

Under limited supervision, the Senior Customer Service Representative responds to customer inquiries 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.

COMPENSATION

$27.06 - $35.22/Hour

JOB DUTIES

• 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 Motion Industries wide gross profit through negotiating the sale price and purchase price within defined parameters.
• May adjust non-contract customer pricing to meet customer demands based on competition while maximizing profit for Motion Industries.
• Builds customer relationships to drive repeat business by relating to the customer and driving 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 and may pull inventory to prepare orders for shipment to customers.
• 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.

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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.