Sr Customer Service Rep

Summary:

This position is responsible for being the liaison between retail and traditional customers and various departments within the company while supporting efforts to provide the highest level of customer satisfaction when responding to and resolving customer issues.

Essential Duties and Responsibilities:

• Work with Strategic Business Managers to create strategic plans for customers.
• Give direction and support to Strategic Business Managers to facilitate successful customer projects and reach performance goals.
• Identify gaps in processes and recommend effective strategies to improve processes.
• Facilitate on-boarding training with new hires in the department.
• Respond to customer service issues such as order status, pricing, product availability, returns, credits, and any other customer concerns or problems.
• Assist with new product rollouts by providing designated support activities.
• Product reports using internal software and Excel.
• Communicate with a variety of departments (Marketing, Sales, Technical Services, Engineering, IT, Purchasing, Manufacturing, Logistics, Distribution, and Accounting) and with other facilities (Centerville and Mission) to resolve customer questions or problems.
• Work closely with buyers/planners to expedite orders and ensure customer satisfaction.
• Process customer product labor claims.
• Provide customer support using customer-vendor portals.
• Process returned goods authorization requests submitted by Sales and/or customer.
• Lead and mentor other members in the customer service team.
• Other job activities as assigned.

Essential Education, Knowledge, Skills, Abilities and Experience:

• High School Diploma required; Associates or Bachelor’s degree in business management preferred, 2-5 years of customer service experience in an office setting. An equivalent combination of education and experience will be considered.
• Experience in a customer service role with an automotive aftermarket manufacturer preferred
• Working knowledge of Word and Excel required
• Ability to manage frequent interruptions
• Ability to work effectively with multiple priorities and deadlines
• Ability to effectively investigate, analyze and resolve customer problems and questions
• Strong communication and interpersonal skills with the ability to work as a team player with internal departments
• Adjust work schedule without notice to address urgent customer inquiries and issues

Equipment Used:

• Computer, telephone, and other miscellaneous office equipment

Personal Protective Equipment/Clothing Required (PPE):

• Safety glasses and hearing protection as required.
• ESD smock and grounding equipment as required.

Physical Demands:

(Not Applicable, Occasionally [1-33%; 0-2.5 hrs./day], Frequently [33-66%; 2.5-5.5 hrs./day], Constantly [>66%; 5.5 hrs./day])

Physical Abilities

• Stand – Occasionally
• Walk – Occasionally
• Sit – Constantly
• Climb – Not Applicable
• Crawl – Not Applicable
• Squat – Not Applicable
• Kneel – Not Applicable
• Bend – Not Applicable
• Twist – Not Applicable
• Use of Hands/Fingers – Frequently
• Reach Outward – Frequently
• Reach Above Shoulder – Occasionally

Lift/Carry

• 10 lbs. or less - Occasionally
• 11-20 lbs. - Occasionally
• 21-50 lbs. - Not Applicable
• 51-100 lbs. - Not Applicable

Push/Pull

• 10 lbs. or less - Occasionally
• 11-20 lbs. - Not Applicable
• 21-50 lbs. - Not Applicable
• 51-100 lbs. - Not Applicable

Sensory Requirements

• Speech - Yes
• Vision - Yes
• Touch - Yes
• Hearing - Yes
• Smell - No