Customer Service Representative

Description

Summary: Represents Performance Radiator in a professional manner to current and prospective buyer through inside phone sales, customer service and retail sales.

Essential Duties and Responsibilities include the following. Other duties may be assigned.  

• Attends work on a consistent and punctual basis.
• Maintains clean and organized work station and assists in maintaining overall branch appearance.
• Responsible for answering multi-line phones in an efficient and time conscience manner.
• Presents product/service information to customer in clear, concise manner.
• Utilize Ahoy software to provide quotes for every qualified customer inquiry.
• Update Customer account as necessary.
• Display ability to overcome customer objections with a friendly demeanor.
• Promptly reports any customer service issues to Branch Manager.
• Follow through from initial quote to the printing of the invoice and communicating delivery arrangement to customer.
• Be able and willing to locate parts not housed in inventory of home branch.
• Responsible and accountable to follow procedures relating to customer payments.
• Clearly communicate to co-workers through Invoicing Notes, verbal confirmation and written communication.
• Required to retrieve parts from warehouse as necessary.
• Communicates with Branch Manager and Outside Sales staff regarding changes in marketplace communicated by customers.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service. Responds to requests for service and assistance; Meets commitments.

Leadership – Focuses on resolving customer conflict with a smile. Takes responsibility for own actions. Exhibits confidence in self and others. Sets and achieves challenging personal goals. Inspires and motivates others to succeed. Displays sound judgment, with orientation to overcoming customer objection professionally.

Communication – Schedules time bi-monthly to confer with Branch Manager. Speaks clearly and persuasively in positive or negative customer situations. Listens and gets clarification from customers and co-workers. Communicates clearly and informatively with customers, so-workers and Branch Manager.

Team Work – Puts success of team above own interests. Conducts him/herself in professional, courteous manner, striving to add value to the team members.

Diversity & Inclusion – Shows respect and sensitivity for cultural differences; Promotes the value of diversity; Promotes a harassment-free environment; Works with integrity and ethically.

Organizational Support – Ensures tasks are completed correctly and on time by self and staff.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

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

While performing the duties of this job, the employee is occasionally exposed to work in high, precarious places and outdoor weather conditions.

The noise level in the work environment is usually moderate.

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 accommodations 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; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee is frequently required to stoop, kneel, crouch, or crawl. The employee is occasionally required to sit. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus.

Requirements

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or general education degree (GED); or two to four years related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Math Ability:

Ability to calculate figures and amounts such as discounts, percentages, and other relevant business math.

Reasoning Ability:

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of accounting software and Order processing systems. Individual should understand the sales process in computer and the relationship to distribution and customer service.

Certificates and Licenses:

No certifications needed