Sr Customer Service Representative

Motion Industries; Woburn (MA); On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

Healthcare coverage

401(k)

Tuition reimbursement

Vacation allowance

Sick leave

Holiday pay

Job summary

Motion Industries in Woburn, MA is seeking a Senior Customer Service Representative. You will respond to complex inquiries, quote products, and place orders to meet customer needs. The role emphasizes deep product knowledge and guiding junior staff while driving customer satisfaction.

You will build relationships with customers, manage multiple orders, and influence gross profit through pricing within approved parameters, ensuring timely order processing and delivery.

Qualifications

• High school diploma or GED with five or more years of related experience.
• Strong communication and negotiation skills with customer focus.
• Proven ability to manage multiple tasks and maintain accuracy.

Responsibilities

• Respond to complex customer inquiries, provide quotes, and enter orders.
• Place orders by phone, fax, email, or counter sales and ensure accuracy.
• Influence profitability through price negotiation within guidelines.
• Build relationships to drive repeat business and improve processes.
• Ensure inventory levels meet customer demand and manage returns if needed.
• Coach less experienced team members and assist with resolving issues.

Skills

Customer service

Negotiation

Communication

Multi-tasking

Attention to detail

Education

High school diploma or GED

Tools

MS Office

Job description

Woburn, MA, USA

Full time

R26_0000026662

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.

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.

Where permitted by applicable law, successful applicants must be fully vaccinated against COVID-19 prior to start date. COVID-19 vaccination is a condition of employment, subject to an approved accommodation, and proof of vaccination will be required on or prior to start date.

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.

Equal employment opportunity, including veterans and individuals with disabilities.

See Description

PI286606485