Sr Customer Service Representative

USA MOT Motion Industries, Inc.; Roanoke (VA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Healthcare coverage

Retirement savings

Vacation

Sick pay

Holiday pay

Job summary

Motion Industries in Roanoke, VA is seeking a Senior Customer Service Representative who responds to customer inquiries and places orders to ensure expectations are met. You will apply in-depth knowledge of our products and services while guiding junior staff.

The role emphasizes building relationships, negotiating pricing within parameters, managing orders and returns, expediting shipments, and maintaining inventory levels for customers.

Qualifications

• 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.
• Reliability, organization, and attention to detail required.

Responsibilities

• Places customer orders via telephone, fax, email, electronic methods, or walk in (counter sales).
• Influences gross profit by negotiating sale and purchase prices within parameters.
• May adjust non-contract customer pricing to meet customer demands while maximizing profit.
• Builds customer relationships to drive repeat business.
• Orders items to ensure appropriate inventory levels are maintained for customers.
• May place orders up to $5,000 per line and $10,000 per purchase order.
• Expedites backorders and prepares orders for shipment.
• Sources products in branch, DC, or supplier inventories.
• Determines the most cost effective shipping method for customer orders.
• May handle customer returns.
• Provides coaching and guidance to less experienced CSRs.
• Addresses customer needs and resolves problems.

Skills

Communication

Multi-tasking

Computer skills

Negotiation

Product knowledge

Attention to detail

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

• 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.
• Responds to complex customer inquires regarding products, provides quotes, and handles order entry.

EDUCATION & EXPERIENCE

Typically requires a high school diploma or GED Five (5) or more years of related experience or an equivalent combination.

KNOWLEDGE, SKILLS, ABILITIES

• 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.
• Reliability, organization, and attention to detail required.

COMPANY INFORMATION

Motion Industries offers an excellent benefits package which includes options for healthcare coverage, retirement savings, 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.