Counter Parts Specialist

6 days ago


Peabody, Massachusetts, United States Factory Motor Parts Full time
Job Summary

We are seeking a highly skilled Counter Parts Professional to join our team at Factory Motor Parts. As a key member of our customer service team, you will be responsible for communicating with customers, generating interest in our products, and entering and finalizing customer orders.

Key Responsibilities
  • Manage incoming calls and emails for various parts, providing prompt and courteous responses to customer inquiries.
  • Assist walk-in retail customers at the counter, offering exceptional support and service.
  • Work effectively with team members to provide seamless support for customers and internal stakeholders.
  • Meet individual performance standards, including key performance measurements as defined by the company.
  • Process phone or fax orders accurately and timely, ensuring customer satisfaction.
  • Educate and suggest products and add-on parts to customers, promoting sales and revenue growth.
  • Communicate route and demand delivery times to customers, resolving any issues or concerns.
  • Resolve customer questions, complaints, and requests in a professional and courteous manner.
  • Effectively communicate with warehouse and office staff as needed, ensuring seamless operations.
  • Perform customer follow-ups in a timely manner, promoting customer satisfaction and loyalty.
  • Promote new or additional programs, and sell specials as designed for the Sales department when requested.
  • Provide product comparison and pricing rates to customers, ensuring informed purchasing decisions.
  • Meet individual performance standards, including sales targets and customer satisfaction metrics.
  • Provide exceptional levels of service to every customer via phone and email, ensuring a positive experience.
  • Research orders and accurately update information in computer systems, ensuring data integrity.
  • Track customer issues and resolution, identifying trends and areas for improvement.
  • Troubleshoot lost tickets shipping issues and delivery problems, resolving customer concerns.
  • Effectively use the computer or catalog for parts look-up and specification information, ensuring accurate and timely responses.
  • Document all customer issues in clear and concise logs, maintaining a record of customer interactions.
  • Make outbound calls to customers during blitzs or slow sales periods, promoting sales and revenue growth.
Requirements
  • Associates Degree in a related field AND three years of experience working in a call center environment.
  • Equivalent combination of education and experience.
Preferred Qualifications
  • ASE (Automotive Service Excellence) certified.
  • Automotive parts knowledge.

We offer a well-balanced compensation and benefits package, including medical, dental, vision, life, 401K, profit sharing, paid holidays/vacation/sick time, STD/LTD, and more. Salary is based on experience and job performance.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities



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