Inside Sales and Service

SUMMARY:

Responsible for selling parts to all clients: over the counter, through the store, or on the phone, to meet the store’s sales objectives; Assisting customers with purchases and inquiries in a friendly and professional manner; ensures a positive shopping experience by providing exceptional customer service to all clients, customers, and vendors. Maintain a good working relationship with customers to encourage repeat and referral business.

ESSENTIAL DUTIES:

• Proficient in the use of the computer system to perform sales, credits. transfers, warranties and adjustments to service the client’s needs.
• Assists all clients (retail and shop) in selecting required parts in a friendly, professional, and efficient manner.
• Informs clients of companion part requirements and specials and ensures that the client is exposed to the full product line.
• Informs and promotes the NAPA Rewards Program to customers.
• Answers phone calls, provide price quotes and other information in a timely manner.
• Provides a high level of service to internal and external clients.
• Ensures that customer complaints are handled professionally, promptly, and friendly. 
• Pulls and fills out orders from stock and follow up on back ordered parts
• Utilizes the store’s price plan & matrix when selling all parts.
• Immediately notifies Store Leaders of out-of-stock parts or shop materials that need immediate attention.
• Locates out-of-stock parts from outside source and submits an emergency order, if necessary.
• Notifies the client when special ordered parts have been received on a timely basis.
• Follows up on back-ordered parts in a timely manner.
• Verifies will-call, special-order parts, and returns weekly to vendors, or stocks those items not picked up.
• Ensures all charge sales are signed by the customer as required per Store policies and procedures.
• Ensures that all customers receive their copy of the invoice.
• Issues credit for parts returned, ensuring that the original invoice, or its number, is available so that purchase and pricing can be verified.
• Keeps orderly and accurately, records of all orders and special-order parts.
• Sets up orders for daily shipment, delivery, or pick-up for transfers and deliveries.
• Solicit assigned accounts by phone.
• Keeps front and rear counter areas are always clean and uncluttered; always ensuring the area is safe and neat.
• Cleans computer terminals and printers daily.
• Performs cashier duties for customers.
• Participates and complete in all training programs that are made available for the ISS (Counterperson) position, which includes Store Processes and Procedures.
• Keeps current on new products and product updates.
• Keeps current and implements all Store and Company policies and procedures.
• Participates with the Leader in maintaining a lost sales tracking program.
• Participates in Store meetings as required by Store management.
• Understands & upholds the store standards.
• Maintains professional appearance and hygiene; Ensure work uniform and name badge always worn.
• Be a part of a positive team by being a positive team player.
• Completes and remains current with all mandatory manufacturing, safety compliance,
  safeguards, and cybersecurity training.

ADDITIONAL DUTIES:

• Assists daily in restocking and replenishing the Retail Sales Area (RSA) with inventory.
• Assists Outside Sales Representatives [OSS] with their orders in a timely manner.
• Assists customers with PCH Charge and Cash Account Applications.
• Upon assignment by Store management, staff will work in the warehouse & delivery positions.
• Assist with receiving inventory, work in the warehouse and delivery as directed by Store management.
• Other duties as assigned by Store Leader or PCH GM.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge. skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Driving is essential to the duties, must have and maintain a current valid driver’s license and a clean driving abstract

EDUCATION and/or EXPERIENCE

High School diploma and/or General Education       

Diploma (GED) or technical school: or three to six months related experience and/or training; or equivalent combination of education and experience.

COMPUTER SKILLS:

• Basic computer skills
• Basic Microsoft Office skills
• Proficient with Email & Communication

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions. and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to speak, read, and write fluently in English.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

REASONING ABILITY

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

• NAPA Fast Tracs Training Program
• Driving is essential to the duties, must have and maintain a current valid driver’s license and a clean driving abstract

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; and use hands to finger, handle, or feel. The employee frequently is required to reach with hands and arms and talk or hear. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds with the assistant of safety gears, equipment, or PPE, and occasionally lift and/or move up to 50 pounds with the assistant of safety gears, equipment, or PPE. Rarely lift up to 100 pounds, requiring assistance from PPE, tools and equipment for items over 60 pounds.

Personal Protective Equipment (PPE) includes back brace, hand, head, foot, eye, face, and body protection.  Goggles/eye protection, gloves, ear plugs, and back brace are provided by the organization and must always be included in their toolbox or workstation.  PPE approved clothing/uniform and footwear, closed-toe, steel toes and slip-resistant soles, must be worn at all times.

WORK HOURS:

• Regular Business Hours
• Inventory events may require longer hours.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to toxic or caustic chemicals, fumes or airborne particles; moving mechanical parts, equipment; high precarious places.  Outside weather conditions range from moderate cool to extreme heat and/or humid, wet/rain conditions; risk of electrical shock; explosive; noise level in the work environment is usually moderate.

Salary : $18 - $42