Sr Customer Service Representative

Motion; Woburn, Northern (MA, KY); On-site; USD 52,000 - 74,000; Full time

Job summary

Motion Industries is seeking a Senior Customer Service Representative to respond to inquiries, process orders, provide product knowledge, and guide less experienced staff. The role emphasizes building relationships and ensuring customer needs are met with accuracy and speed.

Based in Massachusetts, the position involves quoting, order entry by phone/fax/email, and coordinating shipping, inventory, and returns while aiming to maximize customer satisfaction and company profitability.

Qualifications

• Typically requires a high school diploma or GED and five (5) or more years of related experience or an equivalent combination.
• Strong ability to communicate clearly in writing and speech and to negotiate effectively.
• Solid product knowledge and reliability in customer service processes.

Responsibilities

• Responds to complex customer inquiries, provides quotes, and handles order entry.
• Places customer orders via telephone, fax, email, electronic methods, or walk-in.
• Influences profit through price negotiation within defined parameters.
• Builds customer relationships to drive repeat business and process improvements.
• Determines cost-effective shipping methods and manages inventory for customers.
• May place orders under thresholds and handle returns as needed.

Skills

Reliability

Organization

Attention to detail

Communication skills

Multi-tasking

Computer skills

Negotiation

Product knowledge

Education

High school diploma or GED

Tools

MS Office

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.

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.

Since 1928, GPC has set the standards for performance and value for our customers and our stakeholders. Today, we’re proud to say we’re the largest global auto parts network and a leading industrial parts distributor, one that offers rewarding careers that combine small company feel with a global scale. Our strengths are in the relationships we build and the value we deliver by merging local expertise with a global force.