Customer Service Representative

Job Description

Job Description

WHY TRANSTAR:

Transtar Industries is a dynamic global leader in transmission parts and driveline-related products. We offer the broadest product range of quality OE and aftermarket parts as well as premium remanufactured products: including automatic and standard transmission units, transmission rebuild kits and components, remanufactured torque converters, hard parts, valve bodies, differentials, and transfer case kits and components. With more than 100 locations throughout United States, Puerto Rico and Canada, our distribution network reaches more than 80 countries.

We offer an excellent opportunity for not only a job, but a career with growth potential. At Transtar, we seek applicants who roll up their sleeves, enjoy hard work, thrive in a team environment, and who embody our core values of Safety, Honesty, Action, Relationship, and Product.

POSITION SUMMARY:

The Customer Service Representative supports customers by providing helpful information, answering questions, and responding to customers. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features. As a Customer Service Representative, you will partner with sales, logistics, inventory management, leadership team, and customers to achieve optimal customer satisfaction.

Primary Responsibilities:

• Supports the assigned business unit and their teams to achieve revenue and profitability goals
• To resolve daily customer issues and identify strategic solutions for key customers
• Play an integral role in the team’s support of providing superior business guidance and the greatest customer experience possible
• Actively pursue opportunities to provide input and guidance to management on best practices and ideas to find additional ways to deliver an exceptional customer experience

FUNCTIONS & RESPONSIBILITIES:

• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Respond promptly to customer inquiries
• Acknowledging and resolving customer complaints
• Knowing Transtar’s product offering to best answer questions
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments, and complaints
• Cash-handling and invoice coordination
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support

SECONDARY FUNCTIONS AND RESPONSIBILITIES:

• Answer incoming/make outgoing calls to customers
• Enter sales orders from customer calls until customer knows how to use ordering software
• Help train customers on software
• Process credits, manage customer returns
• Provide price, availability, service times to customers
• Confirm order shipments and provide delivery updates
• Address customer order fulfillment issues and proactively resolve to customer’s satisfaction
• Assist branch or sales reps on quotes/supply options of non-stock complete transmissions
• Work with Purchasing and Logistics to coordinate drop ship delivery to customers
• Utilize company software to track orders/returns
• Provide follow up communication with customers and vendors
• Other duties as assigned

KNOWLEDGE, SKILLS, & ABILITIES:

• High School diploma and 3-5 years of work experience in a customer service or customer facing role, preferably in a contact center environment is preferred
• Bi-lingual in English & Spanish is a plus
• Previous cash-handling experience is a plus
• Experience using JD Edwards preferred
• Proficiency in Microsoft Office Suite
• Must have the ability to work with patience and be courteous in customer relations
• Effective writing, communication and interpersonal skills
• Ability to think quickly and logically to ensure expedient response to customer inquiries
• Must have strong organization skills
• Assertive, analytical problem solver with a “can do” attitude
• Ability to exercise mature judgment
• Automotive experience preferred but not required