Customer Service Representative Specialist

Genuine Parts Company, through Motion Industries, provides industrial products and services and is seeking a Customer Service Representative Specialist. The role handles complex customer inquiries, quotes, orders, technical support, sales, pricing negotiations, inventory sourcing, and customer relationship management. It also provides guidance to less experienced Customer Service Representatives.

Responsibilities:

• Responds to customer inquiries, provides quotes and takes customer orders via telephone, fax, email, electronic methods or walk-in (counter sales). Due to experience & training, may handle the most complex inquiries
• Relates to all technical customer support activities within the business, call center, field, and business processing. Performs various business support activities including identifying, enhancing, and following specific processes and procedures to maximize the efficiency of the business. Serves as a Subject Matter Expert on one or more technical products
• Proactively generates sales by actively promoting Motion’s products to existing customers. Responsible for selling Motion’s products and services by understanding customer needs and meeting their requirements
• Influences Motion’s 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
• Responsible for maintaining effective relationships with current and potential customers, ensures customer queries resolution, ensures billing and collection and facilitates customer requests in efficient and timely manner
• Orders items to ensure appropriate inventory levels are maintained for customers
• May place orders without approval for orders up to $25,000 per line and $50,000 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 method to fulfill customer orders
• May handle customer returns
• Partners with Account Representatives to ensure customer satisfaction
• Provides coaching, guidance and direction to less experienced Customer Service Representatives
• Assists less experienced Customer Service Representatives with addressing customer needs; especially technical expertise in a particular specialty
• Performs other duties as assigned

Requirements:

• Typically requires a bachelors degree and three (3) years of related experience or an equivalent combination
• 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
• Strong negotiation skills
• Specialty product knowledge from previous warehouse and inside sales experience required
• Excellent driving record preferred