Parts Counter Sales

Job Summary

As a member of the Action Truck Parts team, the Customer Service Representative is responsible for selling heavy-duty truck and trailer parts over the counter, over the phone, and occasionally online. This position requires a strong working knowledge of heavy-duty truck and trailer components, aftermarket parts, part number identification, and product applications. The Customer Service Representative must be able to understand customer needs, accurately identify and recommend the correct parts, troubleshoot parts-related issues, and provide knowledgeable, professional service while contributing to departmental productivity and profitability goals.

Duties and Responsibilities:

Parts Knowledge and Technical Support

• Utilize heavy-duty truck and trailer parts knowledge to identify, select, and recommend the correct parts based on customer needs and specific applications.
• Identify parts using manufacturer part numbers, product specifications, vehicle applications, electronic catalogs, and cross-reference information.
• Answer technical questions, troubleshoot parts-related problems, and recommend appropriate products and solutions.
• Provide accurate product information and assist customers in identifying suitable replacement parts or alternatives.

Customer Service and Sales

• Sell heavy-duty truck and trailer parts over the counter, over the phone, and occasionally online.
• Provide accurate pricing, product availability, and technical information to customers.
• Process customer orders, quotes, and sales transactions accurately and efficiently.
• Answer incoming telephone calls promptly and professionally while providing knowledgeable and courteous assistance.
• Build and maintain strong customer relationships through effective communication, dependable service, and consistent follow-through.
• Maintain customer satisfaction at or above company standards by providing timely, accurate, and effective solutions.

Inventory and Order Support

• Assist with inventory validation, including verifying part numbers, quantities, product descriptions, and bin locations as needed.
• Coordinate with purchasing, warehouse, delivery, and outside sales personnel to fulfill customer orders and address product availability concerns.
• Assist in resolving order discrepancies, incorrect parts, and other issues affecting customer satisfaction.
• Maintain accuracy and attention to detail when entering orders, preparing quotes, and handling sales transactions.

Sales Performance and Profitability

• Contribute to departmental sales, gross profit, productivity, and profitability goals.
• Follow company pricing guidelines and procedures while identifying opportunities to meet customer needs and support profitable sales.
• Apply sound judgment and resourcefulness when resolving customer concerns while operating within Action Truck Parts policies and guidelines.
• Take ownership of customer requests and follow through to ensure timely and satisfactory resolution.

Teamwork and General Responsibilities

• Work cohesively and efficiently with team members to support daily operations and deliver exceptional customer service.
• Maintain a positive, professional, and customer-focused attitude within the department and across the organization.
• Demonstrate adaptability, versatility, and sound judgment in a fast-paced environment with changing priorities.
• Perform other duties and responsibilities as assigned.

Qualifications

• Strong working knowledge of heavy-duty truck and trailer aftermarket parts is required.
• Three to five years of parts sales or related parts industry experience strongly preferred.
• Experience in the heavy-duty aftermarket, truck and trailer parts distribution, or a related commercial vehicle industry strongly preferred.
• Strong customer service, communication, and relationship-building skills.
• Ability to identify parts, interpret product information, and use electronic parts catalogs and lookup systems.
• Strong problem-solving skills and the ability to troubleshoot parts-related questions and recommend appropriate solutions.
• Basic computer skills and the ability to accurately enter orders, prepare quotes, and process sales transactions.
• Strong attention to detail, organizational skills, and commitment to accuracy.
• Ability to work effectively as part of a team while taking ownership of customer needs and responsibilities.
• Demonstrated professionalism, dependability, adaptability, and commitment to delivering exceptional customer service.

Physical Requirements

• Ability to regularly stand, walk, bend, stoop, and move throughout the branch and warehouse as needed.
• Ability to assist with pulling, moving, and staging parts and customer orders.
• Ability to lift and handle parts consistent with company safety requirements.
• Ability to safely perform occasional warehouse-related duties when required.

Performance Expectations

Success in this position will be demonstrated by:

• Providing exceptional and responsive customer service.
• Maintaining accurate orders, quotes, pricing, and data entry.
• Effectively supporting the Outside Sales team.
• Helping ensure orders are complete, accurate, and delivered on time.
• Maintaining strong communication between Sales, Warehouse, Dispatch, and Management.
• Taking ownership of customer and operational issues.
• Supporting the Branch Manager in maintaining an efficient, organized, and productive branch.
• Contributing to a positive, accountable, and team-oriented culture.

Core Purpose of the Position

Support the Branch. Support the Customer. Support the Team.

The Customer Service Representative leverages heavy-duty truck and trailer parts knowledge to provide accurate, timely solutions that keep our customers moving, builds lasting relationships, and drives Action Truck Parts sales, service, and profitability.

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