Counter Parts Professional

JOB SUMMARY:

Our Counter Parts Professional communicates with customers on parts look up, generates interest in our products, and enters and finalizes customer orders. Most importantly, our Parts Professional helps support the sales team by providing high quality leads.

DUTIES & RESPONSIBILITIES:

The Counter Parts Professional will have content expertise in the following areas and will be responsible for the following reporting and communication requirements as deemed appropriate by the Customer Service Manager/Location Manager.

• Effectively manage incoming calls and emails for a variety of different parts.
• Assisting walk in retail customers at the counter.
• Work effectively with team members to provide exceptional support for customers as well as internal customers.
• Work within set key performance measurements as defined by the Company.
• Responds to customer phone inquiries in a prompt, courteous and concise manner.
• Responsible for processing phone or fax orders accurately and timely.
• Educate, suggest and/or sell products and add on parts to the customer.
• Understand and communicate route and demand delivery times to the customers.
• Resolves customer questions, complaints and requests.
• Effectively communicate with the warehouse and office staff when needed.
• Perform all required customer follow-ups in a timely manner each day.
• Promote new or additional programs, and sell specials as designed for the Sales department when requested.
• Responsible for providing product comparison and pricing rates when requested.
• Meet individual performance standards.
• Provide exceptional levels of service to every customer via phone and email.
• Research orders and accurately update information in computer systems.
• Accurately track customer issues and resolution while proactively identifying trends.
• Troubleshoot lost tickets shipping issues and delivery problems.
• Effectively use the computer or catalog for parts look up and specification information.
• Document all customer issues in clear and concise logs.
• Responsible for making outbound calls to customer during blitzs or slow sales periods.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES AND WORK ENVIRONMENT:

• Ability to work as a team member, as well as independently.
• Ability to successfully multi-task.
• Proven time management skills.
• Excellent customer service and support skills.
• Ability to work well under pressure while maintaining a professional demeanor.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to interact with various levels of management.
• Proficiency with various software applications programs including email messaging, Microsoft Word and Excel.
• Ability to create and maintain relationships with customers.

WORK ENVIRONMENT: 

Work is performed in a company call center or spoke building. Wrist and finger manipulation due to computer work, calculating, compiling and filing. Equipment used may include but is not limited to computer, calculator, telephone, copy and fax machines.

TRAINING REQUIREMENTS: 

• DOT Hazardous Materials
• OSHA Hazardous Communications
• Sexual Harassment
• Back Safety
• Defensive Driving
• Any other training assigned by management

MINIMUM REQUIREMENTS:

• Associates Degree in a related field AND
• Three years experience working in a call center environment OR 
• An equivalent combination of education and experience. 

PREFERRED EDUCATION BEYOND MINIMUM QUALIFICATIONS:

• ASE (Automotive Service Excellence )certified

PREFERRED EXPERIENCE BEYOND MINIMUM QUALIFICATIONS: 

• Automotive parts knowledge