Industrial Parts Customer Service Specialist

3 days ago


Portland, Maine, United States Genuine Parts Company Full time

Job Summary:
As a Senior Customer Service Representative, you will be responsible for responding to complex customer inquiries regarding products and quotes for industrial parts and equipment. You will also be responsible for influencing Motion's gross profit through negotiating the sale price and purchase price, within certain parameters. Additionally, you will monitor service requests and assign technicians to appropriate jobs, communicate with customers to schedule appointments and provide updates on service status, and maintain accurate records of service requests, work orders, and customer interactions.

Key Responsibilities:
• Respond to complex customer inquiries regarding products and quotes for industrial parts and equipment.
• Influence Motion's gross profit through negotiating the sale price and purchase price, within certain parameters.
• Monitor service requests and assign technicians to appropriate jobs.
• Communicate with customers to schedule appointments and provide updates on service status.
• Maintain accurate records of service requests, work orders, and customer interactions.
• Build customer relationships to drive repeat business by relating to the customer and drive process improvements.
• Expedite 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.
• Work directly with the Service Technicians in the shop to determine corrective repair actions.

Requirements:
Typically requires a high school diploma or GED and five (5) or more years of related experience or an equivalent combination. Mechanical and/or Industrial parts experience preferred.

Knowledge, Skills, and 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.

Physical Demands:

Licenses and Certifications: Excellent driving record preferred. All company vehicles are subject to continuous video monitoring.

Supervisory Responsibility:

Budget Responsibility: No

Company Information:
Motion offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay.

At Genuine Parts Company, we are committed to providing a work environment that is free from discrimination and harassment. We are an equal opportunity employer and welcome applications from diverse candidates.



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