Customer Service Specialist

Customer Service Specialist

Are you passionate about customer service and giving customers a "wow" experience? Is delivering a highly personalized experience and managing customer expectations on a consistent basis how you start your day with customers? If this sounds like you, we are looking for a dynamic Customer Service Specialist to join our NAPA Integrated Business Solutions (IBS) Team. This integral role on our IBS Team plays a major part in collaborating with multiple IBS locations and management teams to provide leadership, training and resources. This fantastic role will report to a highly supportive IBS Store Manager.

What is NAPA Integrated Business Solutions (IBS): We manage all Supply Chain activities in order to bring value and efficiencies to our IBS customers. The NAPA Integrated Business Solutions (IBS) program is a partnership with any company that needs on-site assistance running a highly efficient parts department within their organization. In other words, "a Store inside a customer's place of business." We partner with some exciting customer business segments such as: ground support maintenance for major airlines, government vehicle maintenance stations, utility companies, construction companies, car dealerships and more. NAPA provides parts management, supply chain expertise, fantastic customer care, that serve our customer's efficiencies and bottom line when we step in to manage their parts departments.

This Role may be for you if you:

• Simply love inventory management and going out of your way for customers in providing world class customer service
• Love to be the "go to" resource when customers/IBS sites have unique parts needs
• You are super passionate about the customer experience and constantly looking for ways to make someone's day
• Are a "road-warrior", love to travel and visit multiple customer sites on a scheduled/as needed basis

The Role: The Customer Service Specialist will play a critical role in our partnership with one or more of our important IBS customers. The personalized experiences that you create/give will ultimately result in win-win solutions for customers and for the NAPA IBS partnerships! This is the perfect opportunity for you if are skilled in/focused on:

• Customer Satisfaction/Business Review Score
• Inventory Management (Turns and Accuracy)
• Maintaining and developing local NAPA and Non-NAPA vendor relationships

What you'll be doing:

• Works in unison with the IBS, Store Manager ensuring all daily/weekly/monthly reconciliation items are handled per policy and procedure guide
• Responds in a timely manner to customer purchase and service questions
• Forms relationships with remote site managers, supervisors and technicians. Main point of contact for remote sites - communicates often to identify their needs/expectations and make appropriate adjustments to meet those needs
• Partners with site managers and staff to conduct regularly scheduled wall to wall inventories of remote consigned inventories
• Visits remote site locations on a regular basis. Focuses and enforces best business practices and policies to ensure a superior level of service provided
• Establishes vendor programs with local vendors that can support the remote consigned locations
• Adds and removes inventory from remote consigned inventory
• Ensures parts in remote locations are 100% bar coded and location coded
• Coordinates returns from remote consigned locations to the main IBS facility
• Understands, interprets, and complies with all contract requirements and ensures the operation is meeting customer expectations
• Works closely and communicates with company and the customer management team to develop strategies to ensure the overall value of the IBS program
• Understands and maintains the TAMS buy-out PO process
• Ensures the site is using the approved non-company line codes appropriately
• Sources all parts' needs for customers by utilizing various approved IBS vendors
• Ensures performance against service level goals per our IBS customer agreements
• Ensures proper processes and procedures are utilized to minimize inventory shrinkage
• Ensures merchandise is received in a timely and accurate manner as well as put away in the stockroom in an appropriate manner
• Understands and complies with company and customer company policies
• Follows all IBS policies and procedures
• Completes all available IBS operations training provided by company
• Insures proper maintenance and protection of Company store facilities, equipment, inventory and all physical assets of the company
• Ensures adequate training for site managers and staff to ensure a capable workforce

What you'll need:

• Passion for customer care, relationship management, and going out of your way to take care of customers
• HS Diploma or equivalent required
• Technical school, and/or college degree a plus
• ASE certified within twelve months
• Capable of providing strong leadership to the operation to create a high performing team; i.e., customer focus, open communication, willingness to coach and provide feedback
• Ability to manage two or more people; prioritize and delegate to team members
• Ability to lead, provide objective insight/training on IBS processes
• Strong communication skills
• Highly organized with an exceptional attention to detail
• Requires demonstrated leadership in the automotive after-market industry, preferably an automotive parts department, dealership, jobber, heavy duty and/or fleet establishment
• Possesses working knowledge of the organization's store services
• Must possess high character/integrity and a positive attitude and can adapt to change
• Possesses personal drive, self-motivation and initiative to accomplish Company goals and objectives
• Must enjoy working in a fast-paced setting and possess an ability to remain calm under pressure
• Have a willingness and ability to learn
• Possesses analytical problem-solving skills
• Capable of operating a point-of-sale system and cataloging
• Proficient in Microsoft Office and using internet for parts research and sourcing
• Ability to learn and use customer fleet management software
• Must maintain a valid driver's license and be able to legally operate a company vehicle
• Must be willing to travel, including overnight stays up to 85% of the time

What's in it for you:

• Awesome people and brand
• Outstanding health benefits and 401K
• Stable company. Fortune 200 with a "family" feel
• A Culture of promotion from within, using your creativity, finding solutions/fixes, and where no 2 days or career paths are the same!
• Great training, and ongoing development with support from multiple leaders/your team

We offer a competitive starting salary of $65,000 for this position. Please note that total compensation may vary based on individual skills, experience, and qualifications. We believe in rewarding our employees fairly and encourage candidates to discuss their unique backgrounds during the interview process.