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Senior Customer Service Representative

1 month 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, preparing quotes for repairs, and placing customer orders. You will also be responsible for developing and maintaining relationships with customers, providing guidance and advice to less experienced representatives, and ensuring customer expectations are accurately determined and met.

Key Responsibilities:
• Respond to complex customer inquiries regarding products and quotes for customers
• Influence Motion 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, pull inventory, and prepare orders for shipment to customers
• Determine the most cost-effective shipping method for customer orders
• Handle customer returns
• Provide coaching, guidance, and direction to less experienced Customer Service Representatives
• Assist less experienced 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 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.

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

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