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. 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
- Automotive parts knowledge
An industry leader, FMP offers well-balanced compensation and benefits programs, which may include medical, dental, vision, life, 401K, profit sharing, paid holidays/vacation/sick time, STD/LTD, + much more. Salary is based on experience and job performance. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)