What are the responsibilities and job description for the Senior Customer Service Representative position at Motion?
SUMMARY:
Under limited supervision, the Senior Customer Service Representative responds to customer inquires by preparing quotes on repairs for industrial parts and equipment. Also place customer orders to ensure customer expectations are accurately determined and met. This role has in-depth knowledge of the company's products and services. The Senior Customer Service Representative develops and broadens relationships with customers to fully understand needs and wants. This role provides guidance and advice to less experienced Customer Service Representatives.
JOB DUTIES
Responds to complex customer inquires regarding products and quotes for customers.
Influences 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.
Builds customer relationships to drive repeat business by relating to the customer and drive process improvements.
Expedites 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.
Performs other duties as assigned.
EDUCATION & EXPERIENCE
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, 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.
LICENSES & CERTIFICATIONS:
Excellent driving record preferred. All company vehicles are subject to continuous video monitoring.
COMPANY INFORMATION:
Motion offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.
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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.