Virtual Customer Service Representative

Philadelphia Truck Parts is seeking a professional, customer-focused Customer Service Representative to provide exceptional support to customers, fleet operators, repair shops, and trucking businesses. The ideal candidate will assist customers with product inquiries, order processing, shipment tracking, and issue resolution while ensuring a positive customer experience. This role requires strong communication skills, attention to detail, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

• Serve as the primary point of contact for customers via phone, email, and online chat.
• Assist customers with product inquiries, pricing, compatibility, and availability of truck parts.
• Process customer orders accurately and efficiently.
• Provide updates on order status, shipping, deliveries, and backorders.
• Resolve customer concerns, complaints, and product issues in a professional and timely manner.
• Coordinate with the sales, warehouse, purchasing, and shipping departments to ensure timely order fulfillment.
• Process returns, exchanges, warranties, and refund requests according to company policies.
• Maintain accurate customer records and document all interactions in the company's CRM system.
• Follow up with customers to ensure complete satisfaction and build long-term relationships.
• Recommend suitable replacement parts or alternative products when needed.
• Educate customers on products, promotions, and company services.
• Assist with administrative tasks, including data entry, documentation, and report preparation.
• Meet individual and team customer service performance goals.
• Stay informed about company products, inventory, and industry updates.

Qualifications

• High school diploma or equivalent required; Associate's degree is a plus.
• Previous experience in customer service, call center, retail, or administrative support preferred.
• Experience in the automotive, trucking, heavy-duty equipment, or truck parts industry is an advantage but not required.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience using CRM, ERP, or order management systems is preferred.
• Strong attention to detail and organizational skills.
• Ability to multitask and work in a fast-paced environment.
• Ability to work independently and collaboratively within a team.

Preferred Skills

• Excellent customer service
• Active listening
• Order processing
• Data entry
• Product knowledge
• Communication skills
• Problem-solving
• Time management
• Conflict resolution
• CRM software proficiency
• Team collaboration
• Attention to detail