Counter Parts Specialist

4 weeks ago

Marlborough, Massachusetts, United States Factory Motor Parts Full time
Job Summary:

As a Counter Parts Professional at Factory Motor Parts, you will be the primary point of contact for customers seeking information on parts look-up, generating interest in our products, and entering and finalizing customer orders. You will work closely with the sales team to provide high-quality leads and support their efforts.

Key Responsibilities:
  • Effectively manage incoming calls and emails for various parts.
  • Assist walk-in retail customers at the counter.
  • Work collaboratively with team members to provide exceptional support for customers and internal customers.
  • Meet key performance measurements as defined by the company.
  • Respond to customer phone inquiries in a prompt, courteous, and concise manner.
  • Process phone or fax orders accurately and timely.
  • Educate, suggest, and/or sell products and add-on parts to customers.
  • Understand and communicate route and demand delivery times to customers.
  • Resolve customer questions, complaints, and requests.
  • Effectively communicate with the warehouse and office staff when needed.
  • Perform all required customer follow-ups in a timely manner each day.
  • Promote new or additional programs and sell specials as designed for the Sales department when requested.
  • Provide product comparison and pricing rates when requested.
  • Meet individual performance standards.
  • Provide exceptional levels of service to every customer via phone and email.
  • Research orders and accurately update information in computer systems.
  • Accurately track customer issues and resolution while proactively identifying trends.
  • Troubleshoot lost tickets shipping issues and delivery problems.
  • Effectively use the computer or catalog for parts look-up and specification information.
  • Document all customer issues in clear and concise logs.
  • Make outbound calls to customers during blitzs or slow sales periods.
Knowledge, Skills, and Abilities:
  • Ability to work as a team member and independently.
  • Ability to successfully multi-task.
  • Proven time management skills.
  • Excellent customer service and support skills.
  • Ability to work well under pressure while maintaining a professional demeanor.
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
  • Excellent organizational, interpersonal, written, and verbal communication skills.
  • Ability to interact with various levels of management.
  • Proficiency with various software applications, including email messaging, Microsoft Word, and Excel.
  • Ability to create and maintain relationships with customers.
Work Environment:

Work is performed in a company call center or spoke building. Wrist and finger manipulation due to computer work, calculating, compiling, and filing. Equipment used may include but is not limited to computer, calculator, telephone, copy, and fax machines.

Minimum Requirements:
  • Associates Degree in a related field AND
  • Three years of experience working in a call center environment
Preferred Education Beyond Minimum Qualifications:
  • ASE (Automotive Service Excellence) certified
  • Automotive parts knowledge

Factory Motor Parts offers well-balanced compensation and benefits programs, which may include medical, dental, vision, life, 401K, profit sharing, paid holidays/vacation/sick time, STD/LTD, and much more. Salary is based on experience and job performance.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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