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Parts Sales Specialist

2 months ago

Worcester, Massachusetts, United States Factory Motor Parts Full time

JOB SUMMARY:

The Parts Sales Specialist at Factory Motor Parts engages with clients to assist in parts identification, fosters interest in our offerings, and accurately processes customer orders. A crucial aspect of this role is to bolster the sales team by delivering high-quality leads.

DUTIES & RESPONSIBILITIES:

The Parts Sales Specialist will possess in-depth knowledge in various areas and will be accountable for the following communication and reporting tasks as directed by the Customer Service Manager or Location Manager:

  • Efficiently handle incoming inquiries via calls and emails regarding a diverse range of parts.
  • Assist retail customers visiting the counter with their needs.
  • Collaborate effectively with team members to ensure outstanding support for both external and internal customers.
  • Adhere to established key performance indicators set by the company.
  • Respond to customer inquiries over the phone in a timely, polite, and clear manner.
  • Process phone or fax orders with accuracy and promptness.
  • Educate customers about products and recommend additional parts as necessary.
  • Communicate delivery schedules and route information to customers clearly.
  • Address customer inquiries, complaints, and requests effectively.
  • Maintain open communication with warehouse and office personnel as required.
  • Conduct daily follow-ups with customers in a timely manner.
  • Promote new or additional programs and special offers as requested by the Sales department.
  • Provide product comparisons and pricing information when asked.
  • Meet individual performance expectations consistently.
  • Deliver exceptional service to every customer through phone and email interactions.
  • Investigate orders and update relevant information in the computer systems accurately.
  • Track customer issues and resolutions while proactively identifying trends.
  • Troubleshoot issues related to lost tickets, shipping, and delivery.
  • Utilize computer systems or catalogs effectively for parts lookup and specifications.
  • Document all customer interactions in clear and concise logs.
  • Make outbound calls to customers during promotional periods or slower sales times.
  • Perform additional duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES AND WORK ENVIRONMENT:

  • Ability to work collaboratively as part of a team as well as independently.
  • Strong multitasking capabilities.
  • Proven skills in time management.
  • Exceptional customer service and support abilities.
  • Ability to maintain professionalism under pressure.
  • Comfortable working in a fast-paced, deadline-driven environment.
  • Excellent organizational, interpersonal, written, and verbal communication skills.
  • Ability to engage with various levels of management.
  • Proficiency in various software applications, including email, Microsoft Word, and Excel.
  • Ability to build and maintain customer relationships.

WORK ENVIRONMENT:

This role is performed in a call center or similar environment, involving wrist and finger movements due to computer work, calculations, and filing. Equipment utilized may include computers, calculators, telephones, and copy/fax machines.

MINIMUM REQUIREMENTS:

  • Associate's Degree in a relevant field AND
  • Three years of experience in a call center setting.

OR

  • An equivalent combination of education and experience.

PREFERRED EDUCATION BEYOND MINIMUM QUALIFICATIONS:

  • ASE (Automotive Service Excellence) certification.
  • Knowledge of automotive parts.

Factory Motor Parts is an industry leader offering competitive compensation and benefits, which may include medical, dental, vision, life insurance, 401K, profit sharing, paid time off, and more. Salary is commensurate with experience and job performance.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.