What are the responsibilities and job description for the Customer Service Representative II position at National Performance Warehouse?
NPW is a leading provider of the automotive industry. We pride ourselves on delivering exceptional customer experiences and innovative solutions. As we continue to grow, we are looking for a dynamic and experienced Customer Service Representative to join our team.
The ideal candidate for this position will be initiative-taking and responsible for assisting in a variety of duties, including but not limited to; overseeing inquiries through web, email, and phone, managing orders and returns, resolving issues to ensure customer satisfaction, and support sales by expanding current customer relationships and identifying new prospects.
Who is NPW?
NPW is a leading independent automotive aftermarket parts distributor. The Company has over 500 employees, 50 company owner locations in 14 states that include both stores and warehouses. NPW was founded in 1969 and has grown significantly through the successful completion of 30 acquisitions and organic endeavors.
Answer inbound customer service and sales calls professionally and efficiently.
Make outbound calls to support customer relationships, sales growth, and issue resolution.
Respond to customer inquiries through web, email, and telephone communication.
Respond to emails from truck and traditional customers in a timely and professional manner.
Provide ongoing phone support to truck and traditional customers throughout the shift.
Identify and locate correct automotive parts using catalog systems and automotive knowledge.
Process customer orders, quotes, returns, and inquiries accurately and efficiently.
Provide professional customer service and strive for one-call resolution whenever possible.
Establish and grow relationships with existing customers through excellent service and increased sales opportunities.
Demonstrate strong customer service skills and maintain positive interactions with customers.
Communicate effectively and collaborate with other departments and locations to meet customer needs.
Report issues or concerns to management and work effectively as part of a team.
Maintain productivity standards as outlined by management.
Handle company equipment responsibly and appropriately.
Keep the work area clean, organized, and professional.
Follow all company safety policies and procedures.
Perform additional duties as assigned by management.
Skills and Qualifications:
Previous customer service experience required; automotive industry experience preferred.
Strong knowledge of automotive parts and repair processes.
Experience using automotive catalog systems preferred.
Proficient in a Windows-based software environment.
Professional and courteous phone etiquette.
Excellent written and verbal communication skills.
Strong ability to resolve issues and handle customer concerns effectively.
Ability to multitask and work in a fast-paced environment.
Strong interpersonal skills, including empathy, active listening, and teamwork.
Ability to provide accurate and efficient customer support while meeting productivity expectations.
Physical Requirements:
Occasionally lift and/or move up to twenty (20) pounds unassisted.
Occasionally lift and/or move up to fifty (50) pounds unassisted.
Regularly required to read, talk, listen, sit, and stand.
Occasionally required to walk, bend at waist and knees, use hands and reach with arms.
Team Benefits:
Paid Time Off
Health Benefits
Employee Purchase Program
Weekly pay
401K
Advancement Opportunities
If you're looking for an exciting career opportunity with room to advance, then National Performance Warehouse is the company for you!
We are a drug-free workplace.
NPW is proud to be an E-Verify employer. All offers of employment are contingent upon verification of your eligibility to work in the United States.
Qualified applicants must successfully pass a pre-employment drug screening.