Customer Care Representative

Job Description

Job Description

Job Description

Job Title: Customer Care Representative

Job Function: Inside Sales

Reports To: Customer Relations Manager

At Parts ASAP, we’ve built North American’s most comprehensive source for agricultural and construction parts by seamlessly uniting companies, teams, processes, knowledge bases – and our most important resource – our Parts ASAP people.

Our Parts ASAP people support our growth and define our success by embracing the driving principles at our company’s core: unparalleled access to parts for all types of equipment, an unrelenting commitment to customer success, and a constant drive for improvement.

Summary

The Customer Care Representative is responsible for supporting post-sale customer service processes as well as helping walk-in customers. This includes customer returns, warranty claims, quality alerts, logistical problems, freight claims, walk-in sales, and more. The ideal candidate will have excellent communication skills, a strong problem-solving ability, and a passion for delivering outstanding customer experiences.

This is a highly technical customer facing position and the successful candidate will deliver superior quality and value to our dealer network while protecting business interests. Must be comfortable with technology, eager to learn, and willing to adapt in a changing environment.

Essential Duties and Responsibilities

Employee must be able to perform these essential functions of the position satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

• Coordinates with Sales Team to triage incoming Customer Service tickets.
• Works directly with customers on returns and problem resolutions.
• Responds promptly to customer inquiries in a professional and courteous manner.
• Provides accurate information about products, services, and company policies.
• Performs parts searches in SAP for inventory availability or ordering capabilities and responds to customers in a timely manner
• Completes Sales Orders/Invoices in SAP; collects cash/check or processes credit card payments.
• Provides price quotes to customers utilizing company standards for pricing and for accurate freight quotes.
• Initiates internal investigations, root cause analysis, and corrective actions as warranted.
• Documents the Cost of Quality.
• Communicates with Finance Team to initiate credits and charges to customers.
• Coordinates with Supply Chain when re-work or exchanges are required.
• Authorizes field repair when necessary to meet customer needs and minimize costs.
• Addresses and resolves customer concerns, complaints, or issues with a positive and empathetic approach.
• Investigates and analyzes customer problems, identifying root causes, and proposing effective solutions.
• Collaborates with other departments to ensure timely resolution of complex issues.
• Escalates unresolved problems or concerns to appropriate teams for further assistance.
• Maintains a deep understanding of our products/services to effectively assist customers.
• Accurately documents customer interactions and the steps taken to resolve issues.
• Compiles and maintains records of customer inquiries, comments, and complaints for analysis.
• Strives to exceed customer expectations and contribute to overall customer satisfaction.
• Gathers feedback from customers and provides insights to improve products or processes.
• Works collaboratively with other customer care representatives to share knowledge and best practices.
• Participates in team meetings and training sessions to stay informed about company updates and improvements.
• Assists in training new customer care representatives as needed.
• Performs all other duties as assigned

• Complies with the requirements of the company’s ISO 9001 Quality Management System (when required).

Supervisory Responsibilities

• This position does not have supervisory responsibilities.

Physical Requirements

• Ability to stand, climb, bend and kneel on an occasional basis.
• Prolonged periods of sitting at a desk and working on a computer.
• Regular manual dexterity/coordination: hand/eye movements, motor control.

• Regular visual effort: concentrated reading of documentation or close viewing of computer displays.

• Able to push, pull and lift up to 50lbs. on an occasional basis.

Potential Hazards

• This position is not exposed to any hazardous substances.

Competencies necessary to perform this job

• Time Management - Effective time management skills to independently complete tasks with minimal disruption to company users.

• Organization – Ability to prioritize multiple tasks and maintain a smooth work flow.

• Teamwork – Ability to work closely with a variety of employees while maintaining a positive attitude.

• Problem Solving – Identify and resolve problems in a timely manner.

• Communication – Speak clearly and persuasively in positive or negative situations. Ability to ask detailed questions to comprehend requests.
• Safety and Security – Follow safety policies/plans created by the company; utilize tools and equipment in a safe and proper manner.

Required Education/Experience/Skills

• High School graduate, or equivalent work experience.
• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanor when dealing with customer concerns.
• Ability to work in a fast-paced environment and adapt to changes.
• Basic computer skills and proficiency in relevant software applications.

Preferred Education/Experience/Skills

• Prior customer service experience is a plus.

Certifications, Licensees or Registrations Required/Preferred

• This position does not require any special certifications, licenses, or registrations.

We are committed to supporting the health, financial security, and well-being of our employees and their families. Our competitive benefits package includes:

• Medical, Dental, and Vision Insuranc e – multiple plan options to meet your needs.
• Company-Paid Life Insurance with additional voluntary coverage options.
• Short-Term Disability (STD) and Long-Term Disability (LTD) protection.
• Hospital Indemnity, Accident and Critical Illness Insurance options for added financial security.
• 401(k) Retirement Plan with Company Match to help you build your future.
• Wellness Programs and Resources, including preventative care support and employee assistance programs.
• Paid Time Off and Company Holidays.
• Employee Assistance Program (EAP ) for confidential counseling and support.

We invest in our people because we know our success depends on theirs.

Parts ASAP is proud to be an Equal Opportunity Employer.

UNITED STATES Employee Acknowledgement:

I understand this is not meant to be an all-inclusive job description, but does highlight the majority of expectations for this position. Management reserves the right to change this description as necessary.

I also understand that my employment with Parts ASAP (and affiliates) is an “at-will” status and may be terminated at any time with or without cause by the company or me. This job description does not constitute an employment contract nor does it guarantee employment for any length of time.

I have received this Job Description and I understand that it is my responsibility to perform these duties as requested and within compliance of company policy.

Employee Signature Date

Employee printed name