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Customer Service Rep.
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Customer Service Rep. (Trailer Parts - Houston, TX) The main purpose of the Customer Service Representative is to respond to customer inquiries and ensure needs are met regarding placement of orders, pricing requests, returns, adjustments, expediting and general documentation requests. This role serves as a first point of contact and resolution center for parts sales and is considered a back-up for warranty and leasing when needed. Essential Job Responsibilities: Willingness to learn and participate in intense training to obtain knowledge of company products and processes Excellent communication & listening skills in order to interact with customer in person and over the phone in a friendly and informative manner Ability to learn use of ERP system to create and process orders Intermediate knowledge of Microsoft Office (Outlook, Word and Excel) Cross train in and serve as CSR back-up for leasing and warranty as needed Other duties as assigned Essential Skills, Experience and Education: At least 3 years of continuous customer service experience in retail sales At least 2 years of experience with CRM or ERP systems, Syteline preferred Customer focused mentality Time Management Skills Bilingual (English/Spanish) preferred but not required Associated Degree required, Bachelors preferred Valid TX DL Essential Physical Requirements: Regularly kneeling, stooping, bending and turning at waist Regularly seated for prolonged period of time Regular use of computer Occasionally climbing ladder/staircase above 2 ft. Occasionally lifting and carrying 50 lbs. unassisted Occasionally pulling and pushing 50 lbs. unassisted Repeated reaching over head with, at least, 5 lbs. weight. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Required Work Hours and Schedules: The typical work hours and schedules for the job are indicated below, including the percentage and type of travel, if required. Monday thru Friday 8:00 AM 05:00 PM Key Competencies: Behaviors and skills essential to the specific position or work environment that are measured through the approach and results achieved for the position. Consistently Achieves Results - Effectively manages budgets; meets planned financial targets; achieves both top and bottom line growth objectives; readily produces strategies for reducing or avoiding costs without compromising quality; meets the Customer's satisfaction level; meets or exceeds the standards set for the position specific responsibilities. Analytical Abilities - Makes recommendations based on solid assumptions when solving complex problems; analyzes data to obtain meaningful information; identifies conflicting or inaccurate information. Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at first answers. Interpersonal Skills - Relates well to all kinds of people, up, down, and sideways, inside and outside the company; builds appropriate rapport; listens; builds constructive and effective relationships; uses diplomacy and tact; truly values people; can diffuse even high-tension situations comfortably. Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external Customers; gets Customer information and uses it for improvements in products and services; considers Customers in all business practices; establishes and maintains effective relationships with Customers.
