Customer Service Representative

NexaMotion Group is a dynamic global leader in transmission parts and driveline-related products. The Customer Service Representative supports customers by providing helpful information, answering questions, and ensuring customer satisfaction with products and services.

Responsibilities:

• Supports the assigned business unit and their teams to achieve revenue and profitability goals
• To resolve daily customer issues and identify strategic solutions for key customers
• Play an integral role in the team’s support of providing superior business guidance and the greatest customer experience possible
• Actively pursue opportunities to provide input and guidance to management on best practices and ideas to find additional ways to deliver an exceptional customer experience
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Respond promptly to customer inquiries
• Acknowledging and resolving customer complaints
• Knowing Transtar’s product offering to best answer questions
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments, and complaints
• Cash-handling and invoice coordination
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support
• Answer incoming/make outgoing calls to customers
• Enter sales orders from customer calls until customer knows how to use ordering software
• Help train customers on software
• Process credits, manage customer returns
• Provide price, availability, service times to customers
• Confirm order shipments and provide delivery updates
• Address customer order fulfillment issues and proactively resolve to customer’s satisfaction
• Assist branch or sales reps on quotes/supply options of non-stock complete transmissions
• Work with Purchasing and Logistics to coordinate drop ship delivery to customers
• Utilize company software to track orders/returns
• Provide follow up communication with customers and vendors
• Other duties as assigned

Requirements:

• Proficiency in Microsoft Office Suite
• Must have the ability to work with patience and be courteous in customer relations
• Effective writing, communication and interpersonal skills
• Ability to think quickly and logically to ensure expedient response to customer inquiries
• Must have strong organization skills
• Assertive, analytical problem solver with a 'can do' attitude
• Ability to exercise mature judgment
• High School diploma and 3-5 years of work experience in a customer service or customer facing role, preferably in a contact center environment
• Bi-lingual in English & Spanish
• Previous cash-handling experience
• Experience using JD Edwards
• Automotive experience